Overview

Project Date
2023 Spring - Present

Role
Lead product designer

Responsibility
Design Strategy, Service Design, Product Design, Workshop Facilitation, User Research

Reduced business account setup time from 3 weeks to 2 days with a streamlined digital onboarding experience

Opening a business account used to take up to three weeks and required extensive back-and-forth between bankers and clients. Our team reimagined the onboarding experience to make it faster, simpler, and fully digital—without sacrificing regulatory compliance. The result is a seamless, banker-initiated but client-led journey that guides users step-by-step and significantly reduces friction.

Team composition

3 Designers, 6 PMs, 3 Dev teams

My Role

I led a cross-functional design strategy to deliver a scalable, user-centered onboarding experience aligned with business goals and regulatory needs

As the Lead Product Designer, I led a team of three designers and was responsible for maintaining design consistency, quality, and alignment with user needs and business objectives. I facilitated workshops to uncover pain points, defined the end-to-end experience strategy, and collaborated closely with product, engineering, and compliance partners to deliver a solution that’s both scalable and compliant. I also identified design dependencies across systems and worked cross-functionally to streamline the client journey.

🔍 1. Research

Understand the current experience and user needs.
– Who are the users?
– What’s the current process?
– What are the user and business goals?
– What teams are involved in the account opening journey?

📄 2. Document

Establish alignment and set design direction.
– Created Product Requirements Document (PRD)
– Defined guiding design principles
– Clarified scope and success criteria

🤝 3. Collaborate & Build Relationships

Work cross-functionally to ensure feasibility, clarity, and alignment.
– Led design conversations with PMs
– Collaborated with content designers
– Addressed concerns with engineers
– Partnered with legal, compliance, and control

💡 4. Ideate

Translate strategy into flows and interactions.
– Mapped user journeys and edge cases
– Turned requirements into flowcharts and early wireframes
– Leveraged design system components
– Iterated based on feedback from stakeholders

📦 5. Deliver

Set up engineers and teams for success.
– Created developer-ready Figma files
– Included responsive specs, accessibility details, and component callouts
– Ran desk checks with engineers to maintain quality and intent

🔁 6. Test & Iterate

Analyze, learn, and evolve the product.
– Partnered with product and client experience teams
– Reviewed client feedback and session data
– Prioritized enhancement opportunities for the next iteration

Design Strategy

Driving clarity, alignment, and scale through structured thinking and team leadership.

1. Modularized the onboarding experience
Grouped steps based on information type — such as business details, account setup, and document uploads — to improve usability and flexibility. Built a design framework that clearly distinguishes between:

• Product channels (e.g., Access, Chase connect)

• Business structures (e.g., LLC, corporation)

• Client types (new-to-bank vs. existing)

This allowed the team to scale the design system while adapting to varying client needs and regulatory requirements.

2. Prioritized projects and design planning
Collaborated with the product team to evaluate, scope, and prioritize design initiatives.
Led design planning by:

• Assigning work across the team based on complexity and strengths

• Planning sprints and setting realistic delivery timelines

• Tracking design dependencies early to avoid blockers

3. Built and maintained a Book of Work
Created a centralized source to track each designer’s progress and ongoing initiatives.
Documented:

• Project timelines, statuses, and outcomes

• Cross-functional collaboration history (e.g., reviews with legal or engineering)

Outcome & result

Delivered a new onboarding experience on time and with full stakeholder alignment

🚀 Launched Successfully

Summer 2023

• Delivered a new onboarding experience on time and with full stakeholder alignment.

📊 Measured Impact

• 1,800+ clients onboarded

• 3-day average onboarding time (down from 3 weeks)

• 80% reduction in cycle times

💬 Feedback from the Front Lines

"I had my first TSX onboarding last week, and it was the easiest thing I’ve done here at the bank. It went very smoothly, and the client was content."
— Former Club Elite Banker

“Our customer from Hydrofleet described the process as: ‘Brilliant’ and thought it was seamless and a very light lift on him to get everything completed.”
— Marty, Treasury Services Sales Group Executive

Research

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• The figma file screenshot

• Design principles

Final deliverables

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Highlight
- Business information
- ownership structure
- Landing page
Accessibility design spec

Responsive design

Component call out