Working as a consultant with Citi, I was tasked to lead a discovery into the existing onboarding experience for external clients & developers using their payments solutions.
The existing experience was manual based taking months for onboarding completion, way above the average competitors experience. This was increasing costs, while dramatically reducing client experience.
On the discovery, I spoke to clients, market leaders in payment solutions and tested several competitor experiences. I was able to map out the existing Citi process, indentify quick wins as well as a long term solution which could be pitched internally for budget and approval.
The project was so successful, I was brought back on a year long contract with Citi to lead several onboarding projects.
Above is the As-is process, and below was the future automated To-be process.
This is the playback desk of the main research and solutions.