GONZALO ACOSTA
Itaú Uruguay
Nobody wakes up wanting to open a bank account. To be honest, they want the thing on the other side.
The flow worked the way the branch worked. Forms written for a desk, steps ordered by internal process, questions asked because a system needed them, not because a person could answer them.
We aligned four teams around one wall, scored every screen as-is and to-be, and only then started designing: value before commitment, fields cut where no regulation asked for them, questions rewritten where people got stuck.
The hard part wasn't the redesign. It was holding the line: every removed field needed someone from risk to confirm no regulation asked for it, and every reordered step needed engineering to confirm the dependency allowed it. Slower to agree, faster to build.
"We're used to being the team that says no at the end. Here we were in the room from the first session, and the map made it obvious which requirements were actually ours and which ones we'd just inherited. It was the first time we saw the whole flow before arguing about it."
Manuel
[COMPLIANCE, ITAÚ URUGUAY]