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Commercial Lending
Onboarding
Onboarding & Product Origination
Client - nCino, Inc Timeline - 8 months Service - UX/UI, Prototyping, User Research Role - Lead Designer Links - Web Click-Through
Project Overview
May 2024 - Present
What is Commercial Onboarding?
nCino’s new Commercial Lending Onboarding experience addresses key pain points like repetitive data entry, fragmented onboarding processes, and lack of transparency around onboarding tasks. With the introduction of the refreshed Gator Design System and a streamlined workflow, the new experience makes onboarding seamless and straightforward.
My Project Focus
The goal of this project was to reduce the time it takes for users to fully onboard a new customer to just 5 minutes, simplifying and accelerating the overall process.
Problem Statement
nCino currently lacks an integrated, end-to-end commercial onboarding experience. The existing journey for adding new customers is cumbersome and disjointed. However, with the recent acquisition of DocFox, there’s a clear opportunity to create a more intuitive and efficient onboarding experience, enabling customers to smoothly transition to product origination.
User Persona: The Relationship Manager
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Client-Focused: Relationship Managers prioritize building and maintaining strong client relationships, offering personalized financial solutions.
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Strategic: They need tools that provide quick insights, helping them manage portfolios and stay updated on client needs.
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Efficient Communicators: Acting as a liaison between clients and internal teams, they value clear, streamlined communication tools.
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Time-Conscious: Balancing client interactions and sales goals, they rely on efficient systems that minimize administrative tasks.
Discovery & Research
To inform the design decisions, I conducted a series of self-moderated user interviews using User Interviews and analyzed the insights through Dovetail. I formulated a project plan with clear objectives, goals, and a timeline.
What I Learned
As commercial onboarding is a new experience for nCino, I’ve learned the importance of continuous iteration and testing to create a seamless and efficient onboarding journey. The process of refining the design is ongoing, ensuring it meets user needs effectively.
Streamlining Complex Processes through Design:
This project highlighted how thoughtful design can transform complex tasks into seamless experiences. By simplifying the onboarding journey, I was able to enhance both functionality and user satisfaction, proving that good design can turn cumbersome workflows into streamlined operations.
User-Centered Solutions Lead to Efficiency: Focusing on the Relationship Manager’s needs throughout this project reinforced the importance of designing with the user in mind. By aligning design choices with their goals of efficiency and communication, I was able to create a more intuitive onboarding process that saved time and reduced friction.