Streamlining Simah’s Onboarding Process with a Digital Solution

Challenge

Simah’s paper-based onboarding system was inefficient, prone to errors, and required collaboration between several departments, which resulted in delays and frustrations. The lack of a digital system made tracking progress and ensuring consistency across the onboarding stages difficult. As a result, both clients and employees faced unnecessary complications and delays.

My Role

As the lead UI/UX designer, I was tasked with identifying pain points in the onboarding process, conducting internal research, and proposing a solution that would simplify and streamline the experience for all parties involved. Additionally, I created a comprehensive design system to ensure consistency and coherence across all onboarding pages and platforms.

Research & Insights

Internal Interviews & Observations:

I conducted interviews with Simah’s internal teams, including customer service, operations, and IT departments, to understand the complexities and bottlenecks in the existing onboarding process. It became clear that manual paperwork, lack of integration between departments, and inconsistent data entry were major obstacles.

User Experience Analysis:

I also analyzed the client-side experience, discovering that the onboarding process was not only time-consuming but also confusing, leading to increased customer dissatisfaction and a higher drop-off rate.

Persona Development:

Based on research, I developed personas representing both Simah’s internal users (e.g., customer service agents, department heads) and external users (e.g., new clients), ensuring that the design met the needs of all stakeholders.

Design & Solution:

Digitized Onboarding Flow:

I designed a digital onboarding flow that reduced manual paperwork and integrated the steps into a unified system. This allowed different departments to collaborate more effectively and ensured that information was passed seamlessly between them, reducing delays.

Simplified User Interface for Clients:

I created an intuitive and easy-to-navigate interface for clients to complete their onboarding forms online. This eliminated the need for physical paperwork and allowed clients to submit necessary documents quickly and securely.

Automated Workflows:

The new system incorporated automated notifications and task assignments, ensuring that the relevant departments were always up to date on the onboarding status, thus reducing the chances of errors and duplication of efforts.

Design System for Consistency:

I developed a comprehensive design system that standardized all UI elements, typography, color schemes, and layouts across the onboarding pages. This ensured a cohesive user experience and simplified future design updates.

Results

Reduced Onboarding Time:

The new digital onboarding process reduced the overall onboarding time by 50%, allowing Simah to onboard clients more quickly and efficiently.

Improved User Satisfaction:

Both internal users and clients reported a smoother, more streamlined process. Clients appreciated the convenience of an online onboarding system, and internal teams benefited from reduced manual work and fewer errors.

Operational Efficiency:

The integration between departments and automated workflows improved communication and collaboration, ensuring that the onboarding process was faster and more accurate.

Conclusion:

By digitizing and streamlining Simah’s onboarding process, we significantly reduced the time and effort required to onboard new customers. The new system improved efficiency for both Simah and its clients, creating a smoother, more satisfying experience. The design system played a crucial role in maintaining consistency across the platform, ensuring a cohesive and professional user experience.