Digital Client Onboarding

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abstract shape
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Explore

Project Summary

Project Challenge

Preliminary Iteration

Design Process

Prototype

FAQ

Explore

Project Summary

Project Challenge

Preliminary Iteration

Design Process

Prototype

FAQ

Explore

Project Summary

Project Challenge

Preliminary Iteration

Design Process

Prototype

FAQ

Focus

Redesigning the onboarding experience for clients opening single and multiple CIBC products, reducing confusion, validation errors, and drop-off across account and credit card setup.

Project Summary

Currently leading the onboarding redesign by transitioning un-authenticated and authenticated banking clients from legacy systems to a modern platform. Working collaboratively with a cross-functional team, to guide clients step-by-step, alongside visually cohesive design within technical constraints.

Status

In Progress 🔨

Timeline

EOY 2026

My Role

Product Designer

Team

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📌 As this project is currently in progress, the visuals have been adjusted to protect confidentiality and ongoing development.

Project Challenge

The existing onboarding flow lacks personalization and optimization for key outcomes like account funding, transaction migration, and guiding clients toward advice/investment features. Task completion remains low, hindering CIBC's ability to effectively onboard new clients. Our solutions must balance business constraints with strategic technical choices to unlock enterprise value.

Divide and Conquer.

User Pain Points

Lack of personalization in incentives

Ambiguous tasks with no priority sequence

Educational Gap

Business Constraints

Switch to modern design system

Sunset legacy platform

Migrate to new platform

Tight Timelines

Strategic Solutions

Backend tradeoff analysis

Prioritize tasks by business value

Maximize reuse of existing functionality

Preliminary Iteration

Discovery team ran a sprint to test user navigation between initial onboarding and specific tasks like account funding. Flinks integration really helped get out of users' way during critical actions. Their work clarified seamless onboarding paths for both new and existing clients—and set us up perfectly for the next phase.

Gradient 1 - Blue

Get Started Page

The team tested first sign-on navigation, prioritizing home screen exploration and everyday banking features. Numbered steps clarified the setup process and expected task durations.

Gradient 1 - Blue

Flow Transition

This transition page is to ensure users clearly understand navigation from initial onboarding into individual task flows (e.g., Flinks). Bridging comprehension gaps and maintaining momentum.

Gradient 1 - Blue

Confirmation Page

This confirmation page celebrates task completion with success messaging, surfaces contextual tips for the next step, and delivers a direct CTA to the next priority task.

Click on images to read more

Design Process

01
Landing Page
Initially considered dual tab bars for single/multi-product support, but lacked rhythmic information. Discoverability (UX Law) and user research validated separate per-product task entry points for faster learning and completion.
#discoverability #onboarding clarity #task prevention #user guidance
02
Skip Button
03
Flow Transition
04
Confirmation Page

  1. Landing Page: Why Stacked Product Selection?
    Equal Visual Weight (Serial Position Effect): Vertical chronological stack reflects the user's application order, mirrors future task list, and maintains consistent layout throughout the experience.
    Clear Affordances (Fitts's Law): Chevron + tappable bounds guide mobile thumb targets for seamless entry to activation flow.

  2. Skip Button: Why Primary + Secondary CTAs?
    Linear Priority (Zeigarnik Effect): "Skip to next task" is paired directly below "Continue" as a secondary CTA. This enables user flexibility without visual competition.

  3. Flow Transition: Guided Assistance
    Security Reinforcement (Trust Heuristic): Lock icon + CIBC red conveys protected account linking, directly countering third-party "Flinks" anxiety with clear visual reassurance during sensitive data handoff.
    Contextual Reassurance (Prospect Theory): "We'll guide you through" frames "Flinks" as a collaborative task step, not an external disruption.

  4. Confirmation Page: Forward Momentum
    Task Priming (Goal Gradient Effect): "Your funds are on the way!" + "Up next: task name" maintains flow and prepares users cognitively for seamless continuation.

Prototype of work completed to date

Project live soon—please reach out for process details.

What's the current project status?

It is in discovery and iteration phase. We're waiting for the program team to finalize the delivery roadmap—targeting mid-Q2 2026 launch.

Why is there no metrics yet?

We're still early in the project with multiple MVPs still rolling out, so full post-launch data isn't available. That said, I've defined clear success metrics upfront like, account funding lift, task completion gains, and drop-off reduction.

What constraints are most challenging?

The legacy sunsetting and skip logic implementation are the most significant technical challenges in this platform migration. However, I'm determined to deliver optimal user outcomes through continued iteration and cross-team collaboration

How are you managing tight timelines?

This project requires immense coordination with different partners and consultants. As Phase 1 is still underway, designs and new solutions are being worked on as you read this. I can provide additional insights about specific design decisions and process details upon request.

What's the current project status?

It is in discovery and iteration phase. We're waiting for the program team to finalize the delivery roadmap—targeting mid-Q2 2026 launch.

Why is there no metrics yet?

We're still early in the project with multiple MVPs still rolling out, so full post-launch data isn't available. That said, I've defined clear success metrics upfront like, account funding lift, task completion gains, and drop-off reduction.

What constraints are most challenging?

The legacy sunsetting and skip logic implementation are the most significant technical challenges in this platform migration. However, I'm determined to deliver optimal user outcomes through continued iteration and cross-team collaboration

How are you managing tight timelines?

This project requires immense coordination with different partners and consultants. As Phase 1 is still underway, designs and new solutions are being worked on as you read this. I can provide additional insights about specific design decisions and process details upon request.

What's the current project status?

It is in discovery and iteration phase. We're waiting for the program team to finalize the delivery roadmap—targeting mid-Q2 2026 launch.

Why is there no metrics yet?

We're still early in the project with multiple MVPs still rolling out, so full post-launch data isn't available. That said, I've defined clear success metrics upfront like, account funding lift, task completion gains, and drop-off reduction.

What constraints are most challenging?

The legacy sunsetting and skip logic implementation are the most significant technical challenges in this platform migration. However, I'm determined to deliver optimal user outcomes through continued iteration and cross-team collaboration

How are you managing tight timelines?

This project requires immense coordination with different partners and consultants. As Phase 1 is still underway, designs and new solutions are being worked on as you read this. I can provide additional insights about specific design decisions and process details upon request.

Design Process

01
Landing Page
Initially considered dual tab bars for single/multi-product support, but lacked rhythmic information. Discoverability (UX Law) and user research validated separate per-product task entry points for faster learning and completion.
#discoverability #onboarding clarity #task prevention #user guidance
02
Skip Button
03
Flow Transition
04
Confirmation Page

  1. Landing Page: Why Stacked Product Selection?
    Equal Visual Weight (Serial Position Effect): Vertical chronological stack reflects the user's application order, mirrors future task list, and maintains consistent layout throughout the experience.
    Clear Affordances (Fitts's Law): Chevron + tappable bounds guide mobile thumb targets for seamless entry to activation flow.

  2. Skip Button: Why Primary + Secondary CTAs?
    Linear Priority (Zeigarnik Effect): "Skip to next task" is paired directly below "Continue" as a secondary CTA. This enables user flexibility without visual competition.

  3. Flow Transition: Guided Assistance
    Security Reinforcement (Trust Heuristic): Lock icon + CIBC red conveys protected account linking, directly countering third-party "Flinks" anxiety with clear visual reassurance during sensitive data handoff.
    Contextual Reassurance (Prospect Theory): "We'll guide you through" frames "Flinks" as a collaborative task step, not an external disruption.

  4. Confirmation Page: Forward Momentum
    Task Priming (Goal Gradient Effect): "Your funds are on the way!" + "Up next: task name" maintains flow and prepares users cognitively for seamless continuation.