Overview
Before the DKT, analysts and bankers were managing hundreds of Know Your Client (KYC) reviews through a patchwork of emails, spreadsheets, and a limited PowerApps form.
Information was scattered across channels, submissions were often duplicated, and even minor data errors created backlogs across the bank’s AML operations.
I led the end-to-end UX and content design of a new Digital KYC Tool. This guided experience helps users collect, validate, and submit KYC information with clarity and confidence.
Timeline: Sept 2024-July 2025
Team: Joint effort between BMO Commercial Bank HQ/Technology and the BMO Commercial AMLRO team
Launched in July 2025, the DKT replaced manual processes with intelligent validation, built-in guidance, and real-time collaboration.
The result? Within the first three months, teams reported fewer submission errors, reduced follow-ups, and faster approvals.
The DKT reduced rework and clarification loops between frontline and AML teams, improving confidence in every KYC submission.
The Challenge
The existing KYC process was never designed for scale.
Every team — AML, Relationship Managers, and TPS roles — had their own way of gathering and submitting information.
One user told us they often had to redo submissions because another team had already sent a version of the same form.
Before DKT, users struggled with:
Fragmented communication: KYC data passed through multiple email chains and shared drives.
Limited visibility: Once submitted, requests disappeared into a black box until analysts followed up manually.
Inconsistent data quality: Required fields varied by case, and users often missed key documents.
Duplicate submissions: Multiple roles started separate forms for the same client, creating rework for everyone.
Sample of the old PowerApps form
These breakdowns didn’t just slow down compliance; they eroded confidence. Analysts spent hours chasing missing data, while bankers hesitated to start new requests without knowing what was already in motion.
My Role
I led the end-to-end UX and content design of the DKT — from mapping the analyst and banker user flows to designing UI components, tooltips, and field-level guidance that made the form feel intuitive and streamlined.
As the lead designer, I was responsible for simplifying a highly regulated process into a single, intuitive experience.
🖌️ Key Responsibilities
Collaborated with AML, RM’s, and Dev teams, aligning requirements across 3 business units.
Designed clear, guided user flows for both Analysts and Bankers.
Created microcopy, tooltips, and validation messages to reduce confusion.
Supported QA with annotated Figma prototypes and design documentation.
🧪 Discovery & Research
To understand why the KYC process was breaking down, I mapped out every touchpoint between AML Analysts, Relationship Managers (RMs), and TPS roles — from the moment a “trigger event” occurred to when the KYC request was finally approved.
Through interviews, workflow shadowing, and process audits, I identified three recurring patterns:
Information lived everywhere. Client details and documents were scattered across Outlook, shared drives, and legacy systems.
Submissions were inconsistent. Analysts frequently received incomplete or duplicate requests, forcing manual follow-ups.
No one had visibility. Once submitted, the request’s status disappeared — leading to confusion and rework.
Annotated PowerApps form from walking through with users
These insights shaped the tool’s priorities — clarity, traceability, and confidence. Every design decision, from the step-by-step submission flow to contextual tooltips, was built to address these specific user frustrations.
🏁 Goal: Create a single, intuitive digital tool that centralizes the KYC submission process, improves data quality, and helps users complete tasks with clarity and confidence.
User Journey Map before DKT
Mapping the existing KYC journey revealed where confusion, rework, and communication breakdowns occurred, helping us target the biggest pain points before designing the DKT.
This map clarified exactly where users struggled and informed every major design decision that followed.
““I don’t know if my form went through until someone emails me asking for clarification or information. Sometimes, my other submissions just disappear.””
The Solution
The Digital KYC Tool (DKT) replaced fragmented email threads and static forms with a guided, intelligent platform that connects every role — Analysts, Relationship Managers, and TPS staff — in one place. The tool was designed around five core pillars:
1) Guided Submission Flow
The Digital KYC Tool introduced a step-by-step guided submission experience that surfaces only relevant sections based on the client type, trigger event, and product set.
BEFORE:
Static, one-size-fits-all form with little guidance or validation.
AFTER:
Dynamic, guided flow that adapts to user inputs and provides contextual support throughout the process.
2) Tooltips & Inline Guidance
Inline validation, contextual tooltips, and progress indicators ensure submissions are complete the first time — no more guesswork or missing fields.
Before: Users had to rely on memory, reference documents, or emails to understand what each field required.
After: Field-level tooltips and inline guidance clarify requirements in context, reducing confusion and missed information.
3) Enhanced data quality, prefill, and integration
To reduce manual re-entry, the DKT connects to key data systems, allowing users to prefill client details and retrieve existing documentation.
Before: Bankers had to manually go to other source systems, emails, or spreadsheets to copy and paste information.
After: Bankers can auto-import from other BMO source systems in real-time, ensuring data consistency and quality.
4) Real-Time Collaboration
Previously, each role worked in isolation — progress was shared through email handoffs and attachments. Now, teams can search, update, and collaborate on a shared KYC record — no more duplicate or lost submissions.
Before: Forms were passed back and forth by email attachments.
After : Shared access allows multiple roles to update a single source of truth.
5) Status Tracking
Previously, status updates lived in email threads and manual SharePoint trackers. Now, dynamic dashboards give both Analysts and Bankers real-time visibility, replacing guesswork with transparency.
💙 Impact
“🔄 Reduced KYC submission rework by 30%”
“⚡ Shortened turnaround time for AML reviews”
“✅ Improved data accuracy and consistency”
“➕ Positive adoption feedback from analysts and bankers”
“💬 “Overall, my experience has been incredible so far! The DKT is faster and cleaner than Power Apps was!””
“💬 “I like the new DKT request, I just submitted my first one, and all the files were already there!””
Reflections & Learnings
Designing the DKT was more than just replacing a form, it was about rebuilding damaged confidence in a broken system.
Even small touches like inline guidance and progress states can transform something complex and cumbersome into a focused, frictionless experience.
Most of all, this project reinforced that enterprise UX is not just about compliance; it’s about creating clarity and confidence for the people doing the work.
