PNC- Merchant Onboarding

Date
:

April, 2024

Categories
:

UI/UX Design

Project Overview
:

Redesigned the merchant onboarding experience for a financial services platform to simplify complex onboarding workflows, improve merchant activation, reduce drop-offs, and build financial trust through transparent, compliance-friendly user experiences.

Project Mission
:

To transform merchant onboarding into a seamless, trustworthy, and efficient digital experience that empowers businesses to activate faster while meeting financial compliance and security standards.

Project Vision
:

Simplify merchant onboarding through a secure, transparent, and user-friendly experience.

A young girl smiling
A screenshot displaying various tabs with information, charts, and text, likely related to data analysis or research.
A screenshot displaying various tabs with information, charts, and text, likely related to data analysis or research.

Project Details

Overview

Redesigned the merchant onboarding experience for a financial services platform to simplify complex onboarding workflows, improve merchant activation, and build trust through transparent, compliance-friendly interactions.

Project Mission

Enable faster, smarter, and more transparent credit risk decisions through a centralized, data-driven, and compliance-friendly platform.

My Role

  • Research synthesis

  • Workflow redesign

  • Interaction design

  • Dashboard experience

  • Accessibility improvements

  • Design system alignment

  • Cross-functional collaboration

The Problem

Merchants faced:

  • lengthy onboarding forms

  • unclear verification status

  • repeated document uploads

  • compliance-heavy workflows

  • delayed approvals

Design Goals

  • Simplify onboarding flows

  • Improve transparency

  • Reduce cognitive overload

  • Support compliance workflows

  • Increase merchant confidence

  • Improve activation efficiency

Research Insights

Pain Point

Impact

Long forms

User drop-offs

No status visibility

User anxiety

Upload confusion

Support escalations

Complex terminology

Reduced trust

Design Approach

  • progressive disclosure

  • guided onboarding

  • real-time status tracking

  • proactive validation

  • accessibility-first interactions

  • trust-centered UX patterns

Accessibility Test

  • keyboard navigation

  • accessible form structures

  • readable hierarchy

  • WCAG-compliant interactions

  • visible focus states

Business Impact

  • Improved merchant activation efficiency

  • Reduced onboarding friction

  • Lower support dependency

  • Increased onboarding transparency

  • Improved operational visibility

< Wells Fargo- Credit Risk -360

Payment Experience >