Barclays Digital onboarding platform

0-1 design and build of a new digital onboarding platform for corporate clients. Reducing onboarding times from months to days

The mission

As part of the internal innovation team, I led a ‘Tiger team’ in partnership with the corporate bank within Barclays. The goal was simple but revolutionary. Currently it took months to onboard corporate clients and it was all paper based. We wanted to create a new digital platform to onboard corporate clients securely and safely. The goal was to go from months to onboard a client to onboard a client within a day !

The team

3 Designers

3 Solutions Architects

1 Product Manager

4 Business Analysts

MY ROLE

Hands-on Lead Designer

  • Hands on end-to-end design

  • UX, UI, Visual, UXR and content

  • Front-End prototyping

  • Leadership and mentorship of small Tiger team

The approach

Understanding the status quo and plotting a course for the ideal experience

In collaboration with my product partners, we ran a cross functional workshop with key stakeholders across the bank to really drill down and understand what the current state of play was with paper-based onboarding, the pain point s, challenges and what the problems the target state needed to solve for. We used this week-long session to start co-creation workshops of an ideal experience

I developed storyboards to capture the ideal state (full service design) and test early concepts with users

Testing Tuesdays to plan, build, measure and learn

After the initial concept capture phase, we collaborated with the BA and technical teams to better understand the user flows and begin building out design concepts for the new platform whilst exploring the technical side.

To help drive Cadence, I setup and ran ‘Testing Tuesdays’s with users wot help drive a ‘fail fast’ and learning

Collaborative design and build in an Agile environment

Collaborating with the BAs, solutions architects and Product managers, I setup a working backlog and a cadence of Agile sprints to help deliver our MVP product. There were still some features and concepts that needed more work, so we adopted a ‘dual track’ agile approach

Outcomes

Successful launch of new digital onboarding platform for corporate clients

Impact

Reduced onboarding times by ~75%

Reduced the onboarding time from months to days for corporate clients. Saving resources and money and seeing an increase in customer satisfaction

Reduction in erros and stronger data integration

By demising paper based forms, we saw an increase in accuracy of information using the online platform. This also enabled us to share information securley across the bank, increasing efficiency and better KYC processes

Increase in UX maturity and design-led innovation

Our collaborative user-centered design approach and ways of working were recognised as success factors for this project. This gave birth to high adoption rates for similar processes for other teams and projects, helping to set the standard of design