Automating the on-boarding process for a more streamlined approach
Handpicking candidates was the right choice for our client’s business model, but confirming and adding information and references was a time-consuming process that could be vastly improved with the right technology.
So together we created a better solution – part automation and part user self-service – to deliver a more streamlined approach to client and users alike.
Our client's user on-boarding experience now feels more like crafting a personal webpage than applying for an account.
Inspirational onboarding processes were sourced and discussed together so that we could collaboratively set out the envisaged user journey. The main aim was to help users to sign up and also control their own public profile, and to provide a way to sign any business contracts without leaving the application.
We produced a set of wireframes that were meaningful to both the user and our client and which, once signed off, were shared with the development team, and worked hard to anticipated exceptions or errors before beginning the build. We also mapped out the level of automation, lookups and prompts we wanted to make us of in careful consideration of user experience before selecting DocuSign as our third-party integration for document signatures.
Over the course of a couple of days, the build took place with automated deployment to a test environment for the client to share in the process and provide concurrent feedback so that we could iterate and improve the new processes together.
Our client's on-boarding experience now feels more like crafting a personal webpage than applying for an account.
Giving their giving their users the freedom to control their own public profiles was also great for our client: moving the input tasks to the user vastly reduced the number of back-and-forth communications required, which has meant that our client has been able to spend more time on their business development instead of admin tasks. We love a win-win!
As the on-boarding process involved several steps and mandatory tasks, we chose a user interface type known as a ‘wizard’ in combination with a 'traffic light' system to help users keep track of their onboarding progress.
We also implemented a new set of profile statuses and triggers so that the wizard could function as both an application form and simultaneously generate a publishable profile page. Tools were carefully added to help users with their most-needed tasks (save draft, view draft, go back and so on) so as to remove as many pain-points and barriers to the on-boarding process and possible, and ensure that the application was as complete as possible before submission to our client's administrators.