Client Onboarding
CIB-Online is a loan management platform used by Standard Bank CIB clients to manage their facilities which they have with Investment Banking. In order for the clients to use CIB-Online, their entities as well as specific client user profiles need to be onboarded to the platform. For staff, they need access to the platform to provide help and support to their clients. Currently the technical/development team handles onboarding of all entities, client and staff users.
The objective of this project is to migrate the onboarding capability from admin portal to CIB-Online, enable support and transaction management stuff to handle onboarding without depending on the technology team.
Project Overview
Role:
UI Designer
Company:
Standard Bank CIB
In order to improve efficiency of client onboarding and improve customer experience, the CIB-Online team migrated the onboarding feature from the admin portal, which is only accessible to technology staff, to CIB-Online which can be accessed by technology staff as well as the Transaction Management Unit (TMU). This will empower the TMU staff to handle client onboarding requirements without needing assistance.
Process
Analysis
The analysis was done by the feature analyst as well as the UX designer on the project. The analysis phase involved understanding the requirements and the onboarding process. The analysis was done on both the technical requirements , the user needs and the possible limitations of adding this feature on to an existing platform. For design, it was also important to do an analysis of the IA in order to figure out the best place for the new feature on CIB-Online.
Design
The focus was ensuring a smooth user experience. We used commonly recognized patterns and components including basic input fields, steppers and lists in the form of tables. We also had to consider the architecture of the platform as is and find the best place to put the onboarding and profile management features.​​
After
The new onboarding feature on CIB Online enables TMU staff to onboard clients without assistance from the technical team. This reduces any delays in the onboarding process and makes it more efficient. TMU staff can now attend to client onboarding requirements quickly and seamlessly.For the technical team, the burden of onboarding is lifted. Rather than being focused on support tasks such as onboarding staff, clients and entities; they can dedicate their time and effort into enhancing features, improving the overall user experience and innovation.
