Digital Client Onboarding
Led end-to-end service design for Standard Bank Mauritius's new SalesForce-based onboarding platform, replacing a manual, paper-heavy process for new-to-bank clients and reducing onboarding time from weeks to days.
To reduce the overall new-to-bank onboarding to 3–5 business days.
Business Problem
The existing onboarding process was manual, time-consuming, and reliant on paper, involving extensive interactions with client due diligence teams. The task was to digitise the account opening journey with minimal disruption, while optimising the experience and increasing awareness among both colleagues and customers.
Approach
Led end-to-end service design for Standard Bank Mauritius's new SalesForce-based onboarding platform, replacing a manual process for new-to-bank clients. Managed a cross-functional team to redesign the client and colleague experience, streamlining onboarding for repeat third-party users and enhancing efficiency across customer and internal journeys.
Current State Analysis
Mapped customer journeys and value streams, and conducted client and colleague interviews to map 1st, 2nd and 3rd order inefficiencies.
Customer, Colleague and Market Insight
Analysed customer, market and competitor landscape to identify trends, inefficiencies and uncover growth opportunities, informing strategic product decisions.
Ecology Mapping, Journey Mapping & As-Is Service Blueprinting
To analyse the current significant failure points, we mapped out the as-is state journeys and blueprints, to use as a base point to prioritise key objectives and mapped out the ecology of this business domain, to determine our service target area.
Product Roadmapping
Collaborated on product roadmap prioritisation and tracking to drive continuous delivery improvements and measurable performance gains.
Ideation, Proposed Wireframes and To-Be Service Blueprints
We facilitated virtual ideation sessions with a cross-collaboration team to discern efficiencies in the future process. Throughout this process, we presented the outcomes of our competitor analysis, significant insights, and identified gaps in the market. Subsequently, through a series of workshops, we delineated the future customer journey and ultimately crafted service blueprints to ensure alignment among all stakeholders with the proposed solution.
