Design Thinking for Your Digital Onboarding

Digital onboarding has quickly become the hottest topic of discussion lately, but it’s a conversation mostly reserved for financial institutions, as the fintech sector is the one facing the most obstacles in setting up a successful and thorough digital onboarding that addresses all privacy and security concerns. While banks and insurance companies deal with this, we’ve taken it upon ourselves to remind all other industries that they’re not out of the race when it comes to the need for digital onboarding processes that are intuitive, user-friendly across generations, and fully digital, of course. 

How do we tackle other industries and their digital onboarding processes? This is a question that can be answered with a great tactic: design thinking. Design thinking has been an incredible strategy that successful businesses have been putting to use by attempting to tackle the root pain point of the customer first, and then creating a product or service fit to address those needs above all. The reason this strategy is so successful, is because instead of being reactive and waiting until inspiration strikes when you see an existing problem, it puts you in the mindset of the customer to help you address problems before they even become a big enough deal. 

This is the way for other industries to find breakthrough alternatives to improve their customer service and take their customer experience to the next level. Here are some examples of how industries outside of the financial sector have created fully digital experiences to onboard their customers on a service or get them to buy a product that typically required an in-person visit: 

  • Automotive: in the UK, a few companies have created online options for customers to complete a car purchase fully digitally, with no need to go sign for the car. Volvo was the latest company to join those ranks this year, creating the Volvo Online portal, where a customer can call themselves a car owner in just 20 minutes. In that time, you can choose a car from stock or custom design your own, order it, and set up the financing, all from the comfort of wherever your smart device and internet connection take you. Other portals like NowCar are thriving in this way as well, and they do so with the ease of use of their platform, where they themselves call out the “no pushy salespeople” approach that all dealers use yet all buyers hate. They also deliver the car to your door, making the whole process as seamless and digital as it gets. 
  • Home renovation: for some people, buying a home and making it fit for their needs has to be done at a distance. How you ask? Well, sites like Houzz have completely revolutionized the home remodel experience by creating a one-stop-shop that includes the design process from ideation, getting in contact with professionals in the area you’ll be needing them (while also being able to go through reviews of other users to ensure a good working relationship with the contractors), and even buying all the items directly from them as well. 

On the other hand, the truth is that the majority of industries really need to fine-tune their approach and find a way to manage their operations so they can do the digital onboarding process more effectively. One in particular: 

  • Healthcare: with e-consultations and some surgeries being able to be completed with surgeons across geographical boundaries thanks to robots, you’d think that healthcare is well on their way to a fully fleshed out digital onboarding experience, but there are actually quite a bit of roadblocks for them to figure out. The main issue comes down to data input and management, something that could be so easily accomplished with the right technology. There’s a clear roadmap to automating healthcare, and the digital onboarding should be a top priority. 

Any industry that doesn’t manage emergency situations (like firefighters needing to put out fires in person) should use design thinking to help them fine-tune their processes and create the digital onboarding of their customers’ dreams. In the meantime, we’re glad to see that fintech, as the sector that is in everyone’s sight to get it right, continues to make strides and with banks like BBVA adding even mortgage applications to the digital roster by the end of this year, we have no doubt that things will continue to improve for fintech and all other industries as more tools are rated as secure to get more and more processes approved for digital interactions. 

So, how difficult is it to become your customer? If you’d like to evaluate your digital customer onboarding experience possibilities, we can help you brainstorm and create the best possible solution, as well as ensure that the rest of your business meets the digitization benchmarks to guarantee that your customers won’t only be satisfied at the beginning, but will continue to be happy with your offering along every step of the way.