B2B Customer Onboarding

Overview

Fino is a Germany-based tech startup providing market-leading products based on bank account and financial document aggregation, and analytics.

During the 3 months I worked as a contractor (2021), I mainly designed the onboarding wizard and admin dashboard of the product which helps businesses manage invoices and bank accounts—used Axure RP to deliver high-quality, fully functioning prototypes that will be used for running tests and investor presentations.

I've also designed the homepage to attract potential customers.

Role

I worked in a team of 5 international product designers who worked independently on different projects and products within the company while reviewing each other's designs as a team.

Challenge

• The challenging part of the onboarding wizard's design process was not being able to get enough customer feedback.

• For the admin dashboard, there was already a working dashboard for the existing customers and we had a good idea for how to solve their problems and increase the usability of the admin panels. However, it wasn't easy to design a solution that would both be familiar and relieving.

• My personal challenge was that the company worked completely in German. Few people spoke English. I had regular meetings with the developers and the head of product which had to be done completely in German. Also, the UX copy had to be done in German as well.

Solution

• To use as unmoderated user feedback, I convinced the company to integrate Smartlook. By watching sessions of real users, we could identify the problems in the first session and then map the user journey to use in the onboarding wizard.

• For the Admin Dashboard, I've designed our solutions on Axure RP as fully functional prototypes. The product team later used this to test these designs with the old customers.

Unfortunately, I am not able to share the designs of the Onboarding Wizard and Admin Panel due to my NDA.