Client Onboarding Service Design

A B2B company that offers white-labeled software had a dysfunctional process for onboarding new clients. The goal of this project was to identify internal and external pain points, envision an ideal client journey, and create a plan for implementation. 

We need to evaluate the systemic issues facing our company.

How might we design our internal processes to facilitate a seamless experience for client companies?

Initial Inquiry

I ran working sessions across each department to identify pain points and map their interdependencies out visually.

Pain Points Mapping

Envisioning

Regrouped with each department to present the pain points map. Ran working sessions to envision an ideal customer journey based on insights from pain points exercises.

Client Journey Map

Expanding on the journey map, I wrote out a narrative based loosely on a fictional rewriting of a past client's experience (name AFG is fictional). In our meeting, I said "Let's do some happy client fanfiction" as a jumping off point for the narrative.

Storyboarding

Summarizing working sessions across the company, the service blueprint provided C-suite with recommendations for backstage.

Service Blueprint

Outcome

Many recommendations were implemented. Communication between departments improved, client implementation process went from on average 6-12 months to 2-4 months, and client satisfaction rates improved.

Advice

For anyone needing advice on facilitating journey mapping sessions and storyboarding with coworkers, I'd say:

First, have a deep understanding of the pain points and their interdependencies.

Then, reframe all those pain points into their corresponding positives. Get people talking by having them "write some company fanfiction".

Colleagues want to be engaged in creating ideal experiences for users, clients, and themselves. But I think being bogged down in the problems can often blind people from creatively exploring what could be. Giving space for the negative, and grounding your journeys in the corresponding positives, leads to high internal engagement.