Salesforce
ANZ staff assisted onboarding
Overview
Staff are currently using several NZ tools (e.g., Service Delivery Architecture (SDA), Service Delivery Platform (SDP), and Systematics) to complete onboarding and open new accounts for new-to-bank customers. The ability to onboard personal customers and open new accounts on Salesforce will enable a seamless experience for front-line staff and customers. This will also initiate the process of phasing out SDA, considering that SDA is an end-of-life system.
Onboarding and creating new accounts on Salesforce will also ensure increased compliance with regulations surrounding Customer Due Diligence (CDD), the US Foreign Account Tax Compliance Act (FATCA), the OECD Common Reporting Standard (CRS), the Sanctioned Country Policy, and Anti-Money Laundering (AML).
My process
To be able to design a staff-assisted journey, I needed to understand the current business process and identify the personas and pain points, and map out a high-level journey. A design roadmap was created to help plan for upcoming work and create transparency between the design and the squad.
Defining the requirements
When I joined the team, there was no customer research, and development had already begun. The team's objective was to replace the current onboarding process for customers based on the old system. As part of my role, I conducted high-level research to gain a better understanding of the users and familiarize myself with their processes and business rules. I had to map out a high-level user journey, identify pain points, and understand the distinct processes of the users.
User testing
To ensure we created a solution that was easy to use and met business requirements, we conducted research to evaluate the performance of the Salesforce staff-assisted onboarding prototype. The research aimed to:
Cover the full process of "know your customer" (KYC) to opening an account.
Carry forward key findings from previous research.
Uncover staff perspectives on what they do and why during customer onboarding.
Determine and test entry and exit points in the onboarding process.
Ensure that no business processes were disrupted.
Learning
UX research can be conducted in various ways.
While designing without research is acceptable, we opted to create hypotheses and a basic user journey, allowing us to design based on assumptions and business rules. The next testing phase will help us validate these hypotheses.
Salesforce limitation
It's crucial to acknowledge that Salesforce, like any other platform, has its limitations. Understanding how the system is constructed from a development perspective has aided us in tailoring our designs for Salesforce.
Focus on the problem, not the solution
As I lacked extensive knowledge of Salesforce, I relied on the team for design ideas and solutions, taking on more of a consultant role to validate the best options available.
