<aside> 🕊️ Silverbird is a digital payments platform for small and medium-sized enterprises involved in international trade. Our customers are SMEs who sell good internationally. They travel a lot and don’t have much time managing their money - they do it on the go.

</aside>

<aside> ℹ️ The onboarding process is a multi-step registration process that requests details about the company, its business nature, its founders, and business documents. It is a complex questionnaire that should be made as seamless as possible, taking into account compliance limitations.

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<aside> 🎮 Just want to check it out quickly? Take a look at the presentation: https://www.figma.com/proto/jxzZ6l99VSJo6aS98b73KW/SB-Onboarding?page-id=13%3A191&node-id=38-30987&scaling=scale-down&hide-ui=1&t=sh2KMC952oPgjA91-8

</aside>

Table of contents

Problems with the Old Onboarding Flow

Onboarding is a critical, yet often challenging aspect of business operations. The existing onboarding process fails to efficiently convert prospects into customers, attributed to several shortcomings:

• It is overly time-consuming.
• It results in a low conversion rate.
• It is obstructed by numerous outdated decisions, spanning both product and technological aspects.

Acknowledging these issues, compounded by the old flow's poor technical construction and inconsistent user experience, we resolved to develop an entirely new onboarding flow. This decision enables us to conduct tests, with the hope that the new approach proves more effective, thereby allowing us to retire the outdated system.

Acknowledging these issues, compounded by the old flow's poor technical construction and inconsistent user experience, we resolved to develop an entirely new onboarding flow. This decision enables us to conduct tests, with the hope that the new approach proves more effective, thereby allowing us to retire the outdated system.

Measuring Success for the Revamped Onboarding Flow

Before initiating any design or product decisions, our product team, including the Product Manager, VP of Product, Growth team, and myself, deliberated on potential success metrics for the revamped flow. Given the obstacles we encountered, we collectively identified the following criteria to gauge the effectiveness of our redesigned onboarding process:

• Enhance the conversion rate of the revamped flow.
• Reduce the time required to complete the onboarding process.
• Develop a consistent, easily maintainable UI to facilitate future modifications.

Benchmark discovery

I’ve started from discovery of existing onboarding solutions and their best practices.