Graduation project : Pin Pals

Onboarding Communication System - Making digital banking feel human, tangible, and easy to trust.

Role

Graphic Design Intern

Client

Kotak 811

Industry

Fintech

Duration

6 months

During my graduation project with Kotak 811, a digital-first neobank, I focused on improving onboarding communication for first-time digital banking users. I conducted immersive, on-ground research across branches and VKYC centers in Mumbai, observing real customer interactions, behaviors, and challenges during account setup.

These insights revealed that the core issue was not technology, but a lack of clarity, confidence, and trust in the process.

This led me to design a physical communication system integrated into an on boarding welcome kit, debit and credit card packaging, enabling users to navigate the digital journey through simple, visual, multilingual guides in English, Hindi, and Hinglish.

My process combined field observation, behavioural mapping, and iterative visual testing to translate complex financial workflows into clear, actionable steps.

Working within real production and cost constraints, I prioritized scalability, accessibility, and practical implementation.

The final solution bridged the gap between digital and physical experiences, reinforcing user confidence and shaping my approach toward research-driven, human-centred design.

Want a deeper look into the process? Read my capstone book, where I’ve compiled the full research, insights, and findings behind this project.

Pin Pals ( <- click to view)

My process combined field observation, behavioural mapping, and iterative visual testing to translate complex financial workflows into clear, actionable steps.

Working within real production and cost constraints, I prioritized scalability, accessibility, and practical implementation.

The final solution bridged the gap between digital and physical experiences, reinforcing user confidence and shaping my approach toward research-driven, human-centred design.