Fintech · Product UX + Design systems
Onboarding redesign for a B2B payments platform
The product was strong; the first ten minutes were not. We rebuilt first-run around the four jobs a new account actually has to complete – then documented the system so the team could keep shipping.
The situation
Teams signed up, connected a bank source, then stalled before the first payment run. Support tickets clustered around three steps, and the in-product guidance described features rather than tasks.
The brief
Redesign onboarding around the jobs a new account must complete, without promising new backend features or touching core payment logic.
How we worked
Task model
Nine interviews plus support-ticket analysis produced four jobs: connect a source, verify identity, invite a teammate, schedule the first run.
Flow design
Each job became a short flow with explicit states, progress, and a single primary action; edge cases were designed before the review.
System
Twenty-four components with empty, loading, error and success states, plus tokens shared with the marketing site.
Validation
Two moderated rounds (5 users each) tested comprehension of step names and recovery paths.
Deliverables
What shipped at the end.
- Onboarding flow specification
- 24 components with states
- Token sheet shared with marketing
- Instrumentation plan for first-run events
- Handover documentation
- Developer walkthrough recording
Artifacts
Material from the engagement.
What we would measure next
The numbers we would watch with the team.
We do not publish outcome claims. These are the measures we handed over with the work.
- time to first completed run
- step-level abandonment
- support tickets per onboarding step
- activation by plan tier
Material
More from the engagement.
Related services
Where this work came from.
Related reading
Notes connected to this work.
Positioning before pixels: the research pass most B2B redesigns skip
Most B2B redesigns fail before the first wireframe – because nobody agreed what the company is actually selling. Here is the research pass that fixes it.
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Design tokens are an operations problem, not a CSS problem
Teams rarely fail at token syntax. They fail at naming, ownership and the quiet drift that starts the week after launch.
Read articleEngagement records describe objectives, decisions and deliverables. Client names, logos and outcome figures stay with the client.
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