Onboarding flow

As a product designer, I led the design of a self-onboarding flow for merchants in the Nordic region.

Role
Product Designer

Client
Worldline

About the project

Year
2024

Today's onboarding flow has many manual elements and makes the customer journey long, time-consuming and has a lot of frictions. The goal of this initiative was to create a onboarding flow that is fully digital, customer-oriented and enables a smoother onboarding for merchants and for internal users dealing with all systems that are affected. The result was a more seamless and joyful experience that helps merchants get started quickly in a fully digital way.

CHALLENGES

  • Understanding the current customer journey

  • Staying local while being a global player

  • Find a common ground for the UX/UI

Key takeaways

I discovered early in the process that time will be my biggest challenge, which was my biggest learning also. When different stakeholders want to bring their perspetive and knowledge into the new flow, it's easy get lost in the process and not staying true to the end-user and listen to customer needs. Balancing local and global cultures and behaviour gaved me a sense of helicopter view on the difference between markets and regions, hence we in the same time created a flow for the non-nordics merchants.

LEARNINGS

  • Agreeing on colors is easy, agreeing on cultural differences is complex

  • Expect to start over and kill your darlings, again & again

  • Defend the end-user, be the voice of the customer

Next

Consumer loan