Compliance Is Part of the Onboarding Experience
Compliance Is Part of the Onboarding Experience
In financial services, onboarding a new customer means collecting information that regulations require. One of the things I have worked on is a dynamic experience for capturing and storing that data in a compliant way. The main lesson is that compliance and customer experience are not opposite sides of the table.
Treat requirements as design inputs
When compliance requirements arrive late, they get bolted on as extra fields and extra screens. When they are part of the design from the start, the team can ask better questions. Which information is truly needed at this step? Can we ask for it in a way that makes sense to the customer?
Ask only what you need, when you need it
A dynamic form can change based on earlier answers, so each customer sees only the questions that apply to them. That makes the journey shorter for most people while still meeting every requirement. It also reduces the chance of collecting data the business does not need to hold.
Explain why you are asking
Customers are more willing to share information when they understand why it is needed. A short, plain explanation next to a sensitive question often does more for completion than any visual change to the page.
Manage the dependencies early
Compliant data capture touches many teams: legal, risk, engineering and design. Managing those dependencies and risks across the development cycle is a large part of the product work. Bringing everyone in early avoids the late surprise that delays a release.
Measure both sides
It is worth tracking compliance and experience together. A journey that meets every rule but loses customers halfway is not finished, and neither is one that converts well but stores data it should not. Looking at both in the same review keeps the trade offs visible and stops either side from being treated as someone else's problem.
Poorvi skipped presentations and built real AI products.
Poorvi Nigam was part of the August 2026 cohort at Curious PM, alongside 24 other talented participants.