Account Statements
- End-to-end flow redesign
- UX with contextual security
- Design under regulatory constraints
- Product Managers – SME Banking
- Legal & Compliance, Security teams
- Backend, Research, Design System
Context
The Account Statement is a critical feature within Enlace Móvil for SME clients — used as an operational tool for financial reconciliation, income and expense tracking, administrative and tax compliance, and sharing information with accountants and internal teams. Unlike personal banking users, SME users often manage multiple accounts, require specific date ranges, and need reliable documents with operational validity, which increases the complexity of the flow.
Objectives
Experience
- Simplify the consultation and download flow
- Reduce cognitive load
- Apply security without unnecessary friction
- Design an experience aligned with real user tasks
Business
- Increase adoption of the digital channel among SME clients
- Reduce branch visits
- Comply with regulatory guidelines
Methodological Approach · Design Thinking
This wasn't only an interface problem — it involved critical operational needs, non-negotiable regulatory constraints, and technical system limitations.
Design Thinking allowed the team to:
Understand operational criticality
Identify the impact of the Account Statement on accounting and tax-related tasks.
Design under regulatory constraints
Balance experience, security, and regulatory compliance.
Validate decisions in a banking environment
Align design with Product, Legal, and Technology before implementation.
Research
Methods
- Guerrilla surveys sent by email to active business banking users
- One-on-one interviews with selected SME clients
What we validated
- Frequency of use and perceived priority
- General opinion of the current flow
- Most relevant friction points
The Account Statement generation flow presented unnecessary friction in one of the most used features by SME clients, impacting critical accounting processes.
Discovered Insights
Discovered insights
- Second most used feature after transfers
- Associated with critical tasks such as closings and reconciliations
- Functional flow, but with friction around period selection and download
- Security was expected, but its activation was not clearly communicated
From findings to opportunities
A high-pressure feature where small frictions have significant impact — redesign it to reach the operational efficiency it requires.
Complex period selection across broad historical ranges — simplify it through clear structure and visible validations.
Confusion between operational products and investments — reduce errors through visual hierarchy.
How might we optimize a critical and highly used feature in a regulated environment, reducing operational friction without compromising security or regulatory compliance?
Iterations
To meet tight deadlines, we prioritized rapid iteration, starting with high-fidelity prototypes — refining key areas of the Account Statement download page in collaboration with Product.
Focus areas refined across iterations: product selection and period selection.
Opportunities identified
- Unclear navigation between multiple accounts
- Confusion between transaction consultation and Account Statement generation
- Complex period selection across broad historical ranges
- Security validations applied without risk differentiation
- Uncertainty about the final document format
Final Design · MVP Flow
Year selection
Dropdown lists and calendars added extra taps to trigger the flow or view the documents that could be requested.
Only the available years for requesting an Account Statement are displayed in a carousel (maximum of 10 years, due to system restrictions).
Month selection
Users needed a fast way to identify which period was most relevant without scanning a long list.
Only the available months for requesting the document are listed, with the most recent period indicated by supporting text.
Investment selection
There could be confusion between accounts and associated investments when the user has different financial products.
Investments associated with an account are displayed once the account is selected. The user selects which product they want the document for through a radio button.
Due to system restrictions, it was not possible to select the investment at an earlier step.
Access from Account Overview
The Account Statement was identified as the second most used feature, only after transfers.
An entry point was added through a button on the product overview screen, responding to the feature's priority and frequency of use.
Selection between PDF or XML
The Account Statement serves different operational purposes; not all users need the same file type.
An explicit format-selection step was enabled before generating the document, aligning the output with the user's real need.
Conclusion
Outcome
The Account Statement flow redesign optimized one of the most used features by SME clients, balancing experience, security, and regulatory compliance within a regulated banking environment. This project demonstrates how product design can act as a strategic enabler in critical financial processes, improving operational efficiency without compromising system integrity.
Post-Implementation Validation Plan
Due to timing and organizational decisions, it wasn't possible to run a formal measurement phase after launch. However, an evaluation plan was defined to validate impact across four main factors.
Flow efficiency
Format usage
Security
Channel impact
Projected Iteration Plan
Due to timing and organizational decisions, it wasn't possible to run a formal measurement phase after launch. However, an evaluation plan was defined to validate impact and detect iteration opportunities.
Learnings
Architecture over surface
Optimizing a critical feature requires intervening in the architecture of the flow, not only the visual surface.
Design within the regulatory framework
In regulated environments, design doesn't compete against constraints — it operates within them and translates them into structural clarity.
Reducing uncertainty
The impact of design in banking is measured through the reduction of uncertainty, operational errors, and reprocessing — not only perceived satisfaction.
Designing a seamless identity verification flow
Designing a guided biometric verification experience that reduces uncertainty, prevents errors and enables secure onboarding.
