The business question
Where were customers getting held up during onboarding, and how could the team make the process easier to complete? I focused on the points where documentation, internal verification and customer communication depended on one another.
My approach
I reviewed the existing workflow and identified bottlenecks around documentation and verification. I then worked on clearer documentation guidelines and a step-by-step customer guide.
I used CRM follow-ups and reminders to help customers complete outstanding steps, and coordinated with colleagues involved in verification so that delays could be followed up consistently.
What the work brought together
- Clear instructionsExplain the documents required and what happens at each stage.
- Visible progressTrack completed steps and outstanding actions in one workflow.
- Consistent follow-upUse reminders and customer support to keep an application moving.
How I assessed the process
The measures that mattered were time to complete onboarding, the proportion of customers completing the process, and feedback on the experience. These measures connect the team's workflow to the customer's ability to get started.
What I learned
Clear documentation and timely communication need to work together. Improving one part of onboarding has limited value if the customer still has to chase another team for the next step.