End to End Tracker

Streamlining Customer Onboarding Across Siloed Teams

Role: Lead UX & Product Designer
Context: B2B | Internal Desktop Application | Banking & Finance

🧠 The Challenge

HSBC, a global banking leader, onboard thousands of new personal and business customers daily. Each onboarding requires multiple, essential security checks performed by different specialised teams using isolated tools. This siloed system caused delays, bottlenecks, and a lack of clear insight into where issues arose—impacting efficiency and customer satisfaction.

⚽ Strategic Goal

Create a unified internal desktop application that enables Client Relationship Managers to monitor and track every step of the onboarding process in one place, supporting faster decision-making and smoother conflict resolution.

🎯 Design Objectives

Consolidate fragmented onboarding data and processes into a single, easy-to-navigate dashboard

Enable real-time monitoring of customer onboarding status and potential bottlenecks

Provide user account and permission controls aligned with internal security standards

Integrate seamlessly with existing HSBC brand and systems

✍🏼 Wireframes

🧭 Approach & Methods

🔍 Research & Strategy

  • Persona creation focusing on Client Relationship Managers

  • Workshops and interviews with CRM teams and departmental experts

  • Market research on best practices in process data visualisation

  • Alignment sessions with Product Owners and Developers

  • Continuous business goal validation

🔧 Design & Prototyping

  • Mapping user flows and onboarding processes

  • Wireframing and iterative ideation sessions

  • Prototype development for desktop environments

  • Moderated on-site quantitative user testing with CRM teams

📤 Takeaways

  • Refine data layout on customer tiles to improve scanability at a glance.

  • Display active customer counts and clear status indicators on tiles.

  • Ensure existing client data is surfaced within selection fields for efficiency.

  • Introduce personalisation options to support different user workflows.

  • Replace persistent help text with on-demand guidance to optimise screen space.

🎨 Final Design

Evolution of the data flower

✨ Key Design Solutions

Solution

Area

Impact

Consolidated overview with real-time status tiles

Dashboard

Faster bottleneck identification

Scannable customer tiles with key info highlights

Data Presentation

Improved user scanning and prioritisation

Permission and account management

User Control

Secure, role-based access

Embedded brand style and system interoperability

Integration

Smooth adoption across teams

📈 Outcomes &
Business Impact

Metric

Result

🤗 New customer onboarding efficiency

↑ 63% reduction in process time

👎🏼 Customer complaints

↓ 23% due to fewer delays and errors

100% uptake by Client Relationship Managers

🔨 Tool adoption

🔄 What I Learned

🧪 Before Testing

  • Each department used different platforms, complicating unified tracking

  • Only Client Relationship Managers were open to changing workflows

🥇 After Testing

  • Users wanted the dashboard to “work harder” with more actionable insights

  • Customer tiles became hard to scan beyond five active cases

  • Users requested access to existing customer data during new customer additions

🧠 Strategic Takeaway

Designing internal tools for efficiency isn’t just about visibility—it’s about adaptability. While Client Relationship Managers were willing to adopt a new process, the tool’s success hinged on presenting the right data at the right time, in a format that fit their fast-paced workflow.

User testing revealed a strong need for scannable, action-oriented dashboards, access to existing data during task creation, and personalisation to match working styles. Streamlining clutter—like persistent help text—was also crucial for frequent users.

The project reinforced a key principle: internal tools must be just as user-centred as external ones. When thoughtfully designed, they not only improve task efficiency but also drive cross-team alignment and adoption at scale.