How I designed an
Onboarding Portal to Eliminate 2 weeks of email
How I designed an
Onboarding Portal to Eliminate 2 weeks of email
How I designed an
Onboarding Portal to Eliminate 2 weeks of email
Overview
Overview
Overview
Rampnow is a Web3 compnay providing crypto onramp and offramp solutions. Operating in both B2B and B2B2C markets. Rampnow also offers checkout gateways for business similar to ramp.com, baxna, onramp.money
Rampnow is a Web3 compnay providing crypto onramp and offramp solutions. Operating in both B2B and B2B2C markets. Rampnow also offers checkout gateways for business similar to ramp.com, baxna, onramp.money
Role
Role
Role
Sole Product designer
Sole Product designer
Impact
Faster Onboarding
Faster Onboarding
Fewer mails
Fewer mails
Methods
User research
Journey Mapping
Prototyping
Design audit
The challenges
The challenges
21 days! That's how long it took Rampnow to onboard a single partner through their email-based process. With strict EU compliance requirements and manual document tracking, what should have been a simple business relationship turned into weeks of follow up mails.
21 days! That's how long it took Rampnow to onboard a single partner through their email-based process. With strict EU compliance requirements and manual document tracking, what should have been a simple business relationship turned into weeks of follow up mails.
The problem
1
Partners we frustrated by
Confusing email chains with unclear doc. requirements and no visibility into their onboarding progress or status
Confusing email chains with unclear doc. requirements and no visibility into their onboarding progress or status
Multiple revision cycles due to incomplete submissions and unaware of other things
Multiple revision cycles due to incomplete submissions and unaware of other things
Security concerns around sending sensitive financial documents via email
Security concerns around sending sensitive financial documents via email
2
Internal teams were drowing
Compliance team: Manually tracking documents across scattered email threads with no clear audit trail.
Compliance team: Manually tracking documents across scattered email threads with no clear audit trail.
Sales team: Spending 60% of their time chasing partners for missing documents.
Sales team: Spending 60% of their time chasing partners for missing documents.
Legal team: Unaware of rejection reasons, causing delays in contract drafting
Legal team: Unaware of rejection reasons, causing delays in contract drafting
Research & Discovery
Since partner data was highly sensitive, I focused my research on understanding the internal workflow and pain points through stakeholder interviews with sales, compliance, and legal teams.
Since partner data was highly sensitive, I focused my research on understanding the internal workflow and pain points through stakeholder interviews with sales, compliance, and legal teams.
Pause & read
Key insight
The problem wasn't just inefficiency - it was the complete lack of transparency and structure that created anxiety for both partners and internal teams.
The problem wasn't just inefficiency - it was the complete lack of transparency and structure that created anxiety for both partners and internal teams.
Through process mapping sessions and workflow analysis, I discovered that the average onboarding involved 47 individual email exchanges, with documents frequently getting lost between handoffs. The compliance team had no standardized way to track document status, and there was no central source for partner progress.
Through process mapping sessions and workflow analysis, I discovered that the average onboarding involved 47 individual email exchanges, with documents frequently getting lost between handoffs. The compliance team had no standardized way to track document status, and there was no central source for partner progress.
- Blurred intentionally to protect sensitive information
The outcome which helped to identify how the user experience could be optimized. As well as the insights about "What needs to be done? What are the biggest opportunities? How are we going to measure the success?" The workshop was not only important for developing the product, but also benefited the team in having conversations and aligning the team's mental model.
The outcome which helped to identify how the user experience could be optimized. As well as the insights about "What needs to be done? What are the biggest opportunities? How are we going to measure the success?" The workshop was not only important for developing the product, but also benefited the team in having conversations and aligning the team's mental model.
The solution
I designed a multi-step onboarding portal that transforms compliance from a burden into a guided, transparent experience.
I designed a multi-step onboarding portal that transforms compliance from a burden into a guided, transparent experience.
1
Progressive & Guided Flow
2
Centralized Document Hub
3
Centralized Document Hub
My solution is a secure portal that transforms onboarding into a clear, guided journey. It breaks the process into manageable, auto-saved steps with a progress tracker, while a central hub provides real-time status on document uploads. This transparency, combined with automated help and notifications, keeps partners informed and confident.
My solution is a secure portal that transforms onboarding into a clear, guided journey. It breaks the process into manageable, auto-saved steps with a progress tracker, while a central hub provides real-time status on document uploads. This transparency, combined with automated help and notifications, keeps partners informed and confident.
A single place for all document needs, featuring categorized upload areas, real-time validation, and clear status tracking (Pending, Approved, Rejected). This eliminated lost documents and provided absolute clarity
A single place for all document needs, featuring categorized upload areas, real-time validation, and clear status tracking (Pending, Approved, Rejected). This eliminated lost documents and provided absolute clarity
Impact
Onboarding Time: Slashed from 14-21 days down to 3-5 days (a ~70% reduction)
Onboarding Time: Slashed from 14-21 days down to 3-5 days (a ~70% reduction)
Partner Capacity: Increased from 8-12 per month to over 25 per month (a >100% increase).
Partner Capacity: Increased from 8-12 per month to over 25 per month (a >100% increase).
Email Volume: An 80% reduction in onboarding-related email traffic.
Email Volume: An 80% reduction in onboarding-related email traffic.
Partner Completion Rate: Achieved a 95% completion rate for partners who start the process.
Partner Completion Rate: Achieved a 95% completion rate for partners who start the process.
Key Learnings
Transparency builds trust. For processes involving sensitive data, clear status indicators and upfront communication are not just nice-to-haves; they are essential features for building user confidence.
Progressive disclosure is key for complex tasks. Breaking the daunting list of compliance requirements into digestible, auto-saved steps was the most critical design decision for reducing user overwhelm and increasing completion rates.
Transparency builds trust. For processes involving sensitive data, clear status indicators and upfront communication are not just nice-to-haves; they are essential features for building user confidence.
Progressive disclosure is key for complex tasks. Breaking the daunting list of compliance requirements into digestible, auto-saved steps was the most critical design decision for reducing user overwhelm and increasing completion rates.