A global payments provider wanted to reduce customer confusion and make onboarding feel easier. But could two distinct journeys be brought together in a way that feels simple and intuitive?
The Challenge
Our client had two fast-growing business platforms under one global brand serving the same customer base – but each with its own onboarding process. It was a situation that created friction for customers, duplicative costs, and operational inefficiencies behind the scenes.
They asked us to help: the goal was to assess the current experience, uncover what mattered most to customers, and design a single onboarding journey that worked for both teams – and the people they serve.
Our Approach
We began with an operational audit to asses the internal onboarding steps for both platforms. This revealed where processes overlapped, where responsibilities were unclear, and where gaps in support were leaving customers confused.
In parallel, we ran in-depth interviews with customers to understand how they experienced onboarding firsthand. We looked at motivations, unmet needs, pain points, and the moments that built (or broke) confidence early in the journey.
With these insights, we created customer journey maps, personas and detailed recommendations for a future state experience – one that preserved the strengths of each platform but creates a more seamless experience for the customer. We partnered with Sutherland’s consulting team to build a transformation roadmap, complete with business justification to help internal teams move forward with focus.
The Outcomes
The streamlined future-state blueprint improves experience for customers, simplifies communication, and delivers better operational outcomes to the business. It provides the foundation for a future-state that prioritizes the customer, enabling better onboarding and customer experience overall.
Want to simplify your onboarding experience? Let’s discuss how we can help you.