Treasury Management teams often encounter several challenges when onboarding clients for their services; obstacles that create confusion and delays in the onboarding process, often leading to misallocation of services, as well as client dissatisfaction. A top-10 US Bank found themselves regularly dealing with such challenges in a system that had too many distinct and often disjointed parts, resulting in risks related to miscommunication, loss of vital data, as well as poor user experience. CGI’s Human-Centered Design practice partnered with key stakeholders and development teams to rapidly iterate on a Proof of Concept to address these issues and provide the UX cornerstone for an enhanced digital solution.

Our approach

CGI collaborated with stakeholders, users, and subject matter experts (SMEs) in a series of design working sessions, contextual interviews, and prototype testing. The focus was on assessing in which key areas the onboarding process was breaking down and causing confusion on behalf of treasury management teams as well as clients.

HCD conducted a series of deep-dive sessions into existing processes to better understand a typical treasury management onboarding procedure. Furthermore, contextual interviews with end users were conducted to better understand what users were looking for in a digital onboarding experience.

A design workshop cadence was established, and stakeholder collaboration sessions were used to evaluate concept designs, new processes and features, and complex scenarios. HCD focused on the creation of a proof-of-concept prototype, iterated upon through recurring demonstrations and feedback sessions over an 8-week engagement. Within the prototype deliverable, focus was given to how users entered the onboarding flow and had immediate and clear visibility into what items they were responsible for. Attention was placed on communicating to the user a linear, easy-to-navigate experience that leveraged proven industry standards. It was also necessary to make clear that once the user had completed the items required of them, what next steps in the process were, all in effort to enhance visibility into the implementation status of requested services.

HCD delivered the final proof-of-concept prototype both as a stand-alone experience, as well as a version with additional documentation to provide further context surrounding design decisions.

Furthermore, as part of a preliminary effort to migrate design assets to a new platform, we delivered the foundations of a design system, including UI components relevant to the proof of concept, but also scalable for use in related existing and future digital experiences.

Business Goals

Resulting onboarding experience is projected to supply an end-to-end, scalable solution. A reimagined treasury management onboarding creates a modern application for clear visibility into status, required tasks and document management.

• Reducing calls through better UX and 24/7 live chat support

• Upfront education of process and required documents via verification of services and documents repository

• Task tracking and completion monitoring in one location

• Reducing onboarding time by half

• Reducing manual steps with electronic authentication