My Portfolio Website

Fino app

Designing

experience for

payments

ONBOARDING EXPERIENCES

SAVINGS JOURNEY

REWARDING SYSTEM

ONLINE ACCOUNT OPENING

banking services

INTERNSHIP PROJECT

Tasks I Owned

Prepared a detailed report on the fintech space and created a questionnaire to capture the client’s perspective.

Strategized and streamlined user flows based on client feedback to improve usability.

Designed screens for the self-service customer onboarding experience.

Project Type

Client Project / Fino Payments Bank

Product

Digital Account Opening ( Fino payments app )

Skills

Research Goals

Stakeholder Questionnaire

Client Interview Insights

Competitive Benchmarking

User Segmentation

Feature Prioritization

Task Flows

Wireframes

Feedback Loop

Design Iterations

My Role

UX / UI Design

Timeline

July 2022 - August 2022

Collaborators

Worked alongside 2 Business Analysts, 1 Sr. UX/UI Designer (mentor), 1 Program Manager, and 6 Developers as part of cross-functional team.

Stepping Into Real World

My first internship at Screenroot Design Studio in Goa marked the beginning of my transition from student to designer. After clearing multiple interview rounds, I joined a live fintech project — an unfamiliar space that challenged me to apply everything I had learned in design school to real users, real constraints, and real impact.

Screen Root Design Studio

Panjim, Goa

Launchpad-to-Escape Velocity aspiration

ScreenRoot is a pioneering UI UX company in India with a 16-year legacy of transforming complex business challenges into intuitive digital experiences.

Our approach blends strategic thinking with empathetic design to bridge the gap between technical feasibility and user needs.

We are experts at tackling ambiguous projects, partnering with enterprises to deliver critical solutions on time and with exceptional quality.

Screen Root Design Studio

Panjim, Goa

Launchpad-to-Escape Velocity aspiration

ScreenRoot is a pioneering UI UX company in India with a 16-year legacy of transforming complex business challenges into intuitive digital experiences.

Our approach blends strategic thinking with empathetic design to bridge the gap between technical feasibility and user needs.

We are experts at tackling ambiguous projects, partnering with enterprises to deliver critical solutions on time and with exceptional quality.

Screen Root Design Studio

Panjim, Goa

Launchpad-to-Escape Velocity aspiration

ScreenRoot is a pioneering UI UX company in India with a 16-year legacy of transforming complex business challenges into intuitive digital experiences.

Our approach blends strategic thinking with empathetic design to bridge the gap between technical feasibility and user needs.

We are experts at tackling ambiguous projects, partnering with enterprises to deliver critical solutions on time and with exceptional quality.

Establishing premise

Fino Payments Bank, founded in 2017, is a digital-first bank with a vast merchant network across India. Initially, it focused on assisted banking through outlets and merchants for savings accounts, payments, and utility services. By 2022, the bank aimed to scale faster, enhance customer convenience, and tap into the post-COVID shift towards digital adoption. With this vision, they partnered with the design studio to reimagine an end-to-end banking solution tailored for millennials.

Key functionalities they envisioned

1. Seamless digital onboarding journey– instant account opening with Aadhaar/PAN/Video KYC.

2. Goal based savings vault – sub-accounts for personal savings goals with flexible deposits/withdrawals.

3. Rewards & loyalty system – cashback, offers, and gamified engagement through Fino Fortune & Fino Fun.

4. Easy payments & financial dashboard – quick UPI/QR/Bill Pay with a smart dashboard to track spends.

What I worked on

Within the brief period of 2 months of internship, I got an opportunity to work on designing a seamless self onboarding experience for Fino’s mobile application. As per the POC from Fino Payments Bank:

Wanted to create a Self-Service Experience

1. To cut the cost of acquisition by reducing dependency on middlemen.

2. To extend the bank’s reach beyond physical touchpoints.

3. To allow customers to onboard themselves anytime and anywhere without friction.

Wanted to cater to Millennials

1. They wanted to expand into Tier-1 cities where millennials are most tech-savvy with financial power.

2. Millennials are more likely to adopt and engage with a digital bank experience.

3. They value speed and simplicity, which matched the banking experience Fino wanted to create.

Intended Outcome

Accelerate Digital Onboarding

Expanding customer acquisition by enabling more users to seamlessly open savings accounts through a digital-first experience.

Improve Conversion Rates

Minimizing drop-offs in the onboarding journey by introducing smoother flows, contextual nudges, and engaging user touchpoints.

Faster Account Opening

Reducing the overall time taken to open an account, ensuring a quick, hassle-free, and convenient banking process.

Discovery Phase

The research phase spanned about 1.5 weeks. My initial responsibility was to conduct preliminary research on the payments bank to help the team build a foundational understanding, as most members (except the manager) were new to the domain. I compiled these findings into a short report, which later served as the foundation for drafting a detailed client questionnaire to capture expectations more clearly.

Research Objectives

1. Understand the broader fintech landscape to identify key players, services, and evolving trends.

2. Establish an initial understanding of payments banks to grasp their purpose, launch, & future direction.

3. Review RBI guidelines for account opening to ensure all regulatory requirements were accounted for.

Mindmapping in fintech

On completing the initial desk research, I organized the overwhelming data through a mind-mapping exercise, clustering insights into groups and synthesizing them into a report that formed the base for the initial questionnaire.

Check out the detailed report

Purpose of Mind Mapping

Helped me structure scattered thoughts into a clear visual flow.

Allowed me to uncover hidden links between user pain points and banking workflows.

Simplified complex financial processes into smaller, manageable clusters.

Outcome of Mind Mapping

Guided me in prioritizing the most critical areas for deeper exploration.

Brought clarity by connecting insights from interviews, competitors, and behaviors.

Enabled faster decision-making by keeping the bigger picture in view.

Research Findings

Digital Account Openings

FY 2020 - 2021

FY 2021 - 2022

230 M

100 M

India leads the world

in real-time digital payments — contributing 46% of global digital account transactions.

41 %

Have digitally enabled bank accounts

Online banking adoption

Rural

Semi Urban

Urban

18 %

28 %

54 %

Banking at Your Fingertips

69% of Indian millennials are banking via mobile app—app-first is their default.

2.5x growth

In deposits in payments bank between the FY 21 - 22.

Over 330 million

Digital savings accounts active in India.

Source - Determinants of online banking adoption in India (Sharma & Kumar, 2025)

Client Questionnaire

After compiling the research findings and preparing a detailed report, we shared a comprehensive questionnaire with the client, the VP of Fino Payments Bank. The questionnaire, which consisted of 24 closed-ended questions informed by our desk research, was requested to be completed within a week.

Shaped by these primary objectives

1. To ensure alignment between our team and the client.

2. To gain insight into the client’s vision for the onboarding experience they wish to create.

3. To understand the client’s perspective on the broader fintech landscape.

Due to NDA compliance, the questionnaire cannot be shared here. However, a few exemplary questions are listed below.

Exemplary Questions

1. The POC mentions providing customers with personalized discounts. Could you elaborate on what does it entails?

2. Who do you consider your direct competitors beyond other payments banks—for example, neo-banks, public and private sector banks, digital wallets, etc.?

3. Could you provide an example of an onboarding experience you consider ideal or would like to emulate?

4. In your opinion, what are the most essential documents required for opening an account?

Key takeaways from the client

Hassle-Free Documentation

The client emphasized that the onboarding process should not require any physical or online submission of documents. Users should be able to complete the entire process seamlessly without manual paperwork.

Fully Digital KYC

While we had initially considered a hybrid model with both online and physical KYC, the client clarified that the entire KYC process must take place online to maximize convenience and scalability.

Customer Acquisition Incentive

To drive adoption, the client proposed offering a direct incentive of ₹250, deposited into the customer’s account upon successfully completing the digital onboarding process and opening an account with Fino Payments Bank.

Fino matlab fikar nahi

Crafting user flows

Once we received the client’s responses to the detailed questionnaire, we began mapping the user flows. The design of these flows was guided with following things in considerations:

Key considerations

1. The onboarding was designed to be completed in a single uninterrupted session, ensuring users don’t have to search for additional documents or details midway.

2. Information inputs were broken into smaller, manageable steps using progressive disclosure to reduce friction and make the process user-friendly.

3. The flow eliminated both physical and online document submissions, with the entire KYC process designed to be fully digital, removing the need for any physical visits.

Initial user flows

Insights from Client Collaboration

Minimal Data Collection

The client stressed keeping data requirements to the bare minimum for efficiency. We avoided collecting extra details like emails or secondary address checks, focusing only on essentials for faster, smoother onboarding.

Inclusion of Nominal Details

Though initially deprioritized, the client insisted on including nominal details to comply with RBI guidelines. These were carefully added seamlessly without affecting or complicating the overall user experience.

Simplified KYC Options

Instead of offering multiple methods (CKYC, eKYC, video KYC), the client recommended a single streamlined option—video KYC—unless PAN-based records were already available, reducing complexity and user confusion.

Final user flows

Sculpting screens

Once the user flows were finalized with the client, the next step was to translate them into screens.

Key considerations

1. I began by designing for the smallest mobile screen size to ensure accessibility for a wider audience, prioritize essential content, and allow the layouts to scale seamlessly to larger screens.

2. The initial wireframes were created in grayscale with complete text content, intentionally avoiding colors and icons to emphasize visual hierarchy, layout balance, and proper contrast.

3. White space was used as a deliberate design element to maintain minimalism, improve readability, and achieve a clean, uncluttered layout.

4. After the wireframes were finalized, I developed the visual design language aligned with Fino Payments Bank’s ecosystem, ensuring consistency, cross-platform uniformity, and brand coherence.

Initial Hi Fi Screens

Iterating the experience

Final Screen UI Breakdown

Iteration Breakdown

Check out the final prototype

Quantifying outcomes

Within 3 months of rolling out these updates:

Accelerate Digital Onboarding

Enabled a smooth digital-first journey, making account opening easier, faster, and more accessible for a wider set of users.

0 %

Improve Conversion Rates

A clearer flow with gentle prompts kept users engaged throughout, helping more of them confidently complete the process without confusion.

>0Mins

Faster Account Opening

Simplified steps and guided interactions transformed a lengthy process into a quick, convenient experience that users could trust and enjoy.

Key Learnings

Turning Chaos into Clarity

I learnt how to stay grounded amidst ambiguity—breaking down complex challenges, finding patterns in chaos, and carving a clear design path with confidence.

Building Domain Depth

This project gave me first-hand exposure to the fintech world—understanding its inner workings, jargon, and user behavior, helping me design with deeper context and credibility.

Designing with Purpose

By aligning user needs with business goals, I honed the skill of asking the right questions, identifying user goals, and crafting meaningful scenarios that led to intuitive solutions.

Growing Beyond the Screen

Beyond design, I learnt how to show up in a team, balance structure with flexibility, and build a rhythm between work, learning, and personal well-being.

Non - Disclosure

I am aware that the project that I worked on was confidential and that I was allowed to share any client data or ideation/regarding the same.

If you would like to know more about my work or my data driven approach to design or more about my work at Screenroot design studio. Please feel free to contact me. I would be happy to answer any questions.

Thank you for your time

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