It used to take 3 to 5 weeks to onboard a commercial banking client at

We created a Salesforce based web-portal that sped up the onboarding journey by 400%

Challange

What the project was like when I just joined:

  • I was the only designer for a team of 
50+ people who didn’t see the value of UX. 



  • To them, my job was to make things “look pretty”. Not useful.

  • There was a lot of gatekeeping.

  • There was no budget for a Front-end Developer, additional design support, or user testing.

  • UX Researcher was not involved during the discovery phase. 



Outcome

Thanks to a lot of patience, persistence, and a dash of stubbornness, I:

  • Earned a seat at the table.

  • Advocated for customer’s needs and wants by incorporating user research throughout the design process.

  • Secured funding for a part-time Design Manager, full-time Front-end Developer, and part-time Quality Assurance.

  • Nixed multiple dark UX design patterns.

MVP Requirements

  1. Streamline and digitize current process.

  2. Reduce the number of back-and-forth.

  3. One step closer towards fax-free offices.

  4. Transparency through out the entire process.

Old Process

Here’s a glimpse into what the old system used to look like

The process was:

  • Complex

  • Convoluted

  • Outdated

Resulting in a lot of back-and-forth, mistakes, and clients being asked the same questions many times.

User Research

Originally, there was no appetite for proper Design Process. Especially User Research.
Thankfully, over time, I convinced key stakeholders on importance of doing User Testing.
The budget was fairly small, but despite it we got some important insights.

Key Numbers

Overall Feedback

User Feedback

Released Features

User Registration

Terms & Conditions

Manage Teams

Information Collection

Login Page + Forgot Password

Statement of Work

Review & Submit Application

Application Status

Future Features

💬 Live chat support
📄 Ability to upload forms and/or documents
📨 Inbox
📱 Mobile version
❇️ Live status of the application*

*Currently status is updated manually by an employee through CRM

Lessons Learned

⛔️️ Identify risks as quickly as possible.
👩🏼‍🎨 When it comes to design, less is more.
📖 When it comes to documentation, more is better.
💸 Never assume there’s a budget for good UX.
💻 People have different definitions of “wireframes”.

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Coverdale - BioScript