Problem

Flinks is a technology based company from Quebec, Canada and their platform allows users to connect their bank accounts and transfer financial data from one institution to another. It’s a safe open banking platform that allows financial data connectivity and transferring.

New users experience difficulties accessing information about their electronic fund transfers, when opening a deposit account at CIBC. This leads to confusion and delays in managing their finances. The processing time for the EFT will take 1 to 3 business days, therefore the confirmation screens and messaging throughout the flow will need to be updated to advise the client about this action.

Key metrics

74% of users were ineligible for a virtual debit card when signing up for CIBC online banking and only 26% were eligible. The current system lacks clear guidance and intuitive navigation for first-time users, resulting in frustration and increased support requests. Addressing these barriers is essential to improve user experience and ensure seamless access to critical transaction details for new Flinks users.

Solution

Designing a new confirmation screen for Flinks EFT transactions targeting clients without online banking access requires clear, concise communication and intuitive design elements. The screen must provide immediate, unambiguous confirmation that the transaction has been successfully initiated, including essential details such as transaction amount, date, and reference number. Visual cues like illustrations and consistent colour use help reinforce confirmation status. Additionally, actionable next steps or guidance—such as estimated processing times and information for support—ensure users feel informed and confident, reducing uncertainty and potential inquiries. The design prioritizes accessibility and straightforward language to accommodate varying levels of digital literacy.

User testing

7 participants were studied, with the criteria to open a deposit bank account within the past year. Those who opened their account in branch; had funds added in 1-2 days, meanwhile 5 Participants who opened their account online; had funds added in 3 days – 2 weeks. This was executed through a design prototype.

The main action focused on funding the account, so little attention was given to the new account itself. Users often didn’t realize they couldn’t use their new account right away due to temporary limits on transferred funds. Flinks, the company handling account linking, was mostly unknown, causing confusion about its role. Users expected to transfer only up to their available balance or bank limits, affecting their experience. The final confirmation screen showed many reference numbers for the EFT, new account, and access limits without clear order, increasing user confusion.

Impact of the redesign

Being able to show clients how to access funds, what to do next (such as adding funds), identifying Flinks, accessing information, and confirming the addition to funds was key. Also, being able to combine product details and account access early so clients can decide about funding was necessary. Building trust by highlighting CIBC’s use of a trusted vendor and consistent messaging in line with CIBC’s style for its partners was an important factor. The use of clear, respectful language for a client’s finances helped their journey. For clients without immediate access to online banking, explanation of next steps, confirmation of completed actions, providing reference numbers, and showing account access until their new debit card arrived- are all valuable points necessary to communicating effectively with new CIBC clients.

Conclusion

Focusing on the introductory screen prior to the Flinks EFT, the transparency of account access and its limitations in the content on the screen prior to the CTA buttons was needed. The content was thoughtful and clear to users. Since the service provider Flinks was not easily recognized in user testing, using simple language was vital. This helped to ensure trust and security with users and make them feel confident in using a company like Flinks. Stating to users how they could alternatively access their account was key to making them feel reassured with their EFT’s. Recognizing their concerns instilled confidence and belief that CIBC would be able to help them.