Problem: Onboarding new retail and business customers was a lengthy and complex process that required ATB team members to navigate multiple applications and an outdated CRM. Team members expressed a strong need for a streamlined, step-by-step wizard format that was both user-friendly and faster than the existing onboarding method.
Solution: I joined the project at its midpoint, building upon the existing design system, information architecture, and user flows. My role was to collaborate with research and business teams to iteratively improve both retail and business Onboarding Express applications by adding new features and functionality. We prioritized these features based on qualitative and quantitative research, including user forums, interviews, and discovery workshops.
Result: The redesigned onboarding tool was met with great enthusiasm from team members. They found it to be significantly faster, more intuitive, and appreciated the addition of requested features in a prioritized order.
Team: I collaborated with product owners in both retail and business to identify areas for improvement and new features that aligned with user and business needs. I also worked closely with development teams responsible for building the separate retail and business applications. They provided valuable technical input and ideas during design ideation, while I offered design oversight and feedback throughout the process.
