digital onboarding

OVERVIEW

J.P. Morgan Asset Management needed to modernize their client onboarding process, moving from a cumbersome paper-based system to a streamlined digital experience. As Product Lead, I spearheaded the design and implementation of a comprehensive dual-sided platform that transformed how both clients and management teams handle onboarding, documentation, and account validation.

CLIENT

J.P. Morgan Asset Management

INDUSTRY

FIANCIAL

challenge

The existing onboarding process relied on disparate PDF forms, creating a disjointed and frustrating experience for both clients and internal teams:

Fragmentation

Clients navigated through multiple separate PDF forms with no unified flow, creating confusion about what was needed and when

Poor Data Access

PDF submissions made it difficult to track client history, retrieve past information, or identify patterns in onboarding issues

Repetitive Actions

Clients had to re-enter the same information across multiple forms, leading to errors and abandonment

Inefficiency

The manual annotation and confirmation process across scattered PDFs required multiple touchpoints, extending onboarding timelines and frustrating all parties involved

Lack of Visibility

Management teams had no centralized view of onboarding progress or way to identify bottlenecks in the process

Research & Analysis

Working with a cross-functional team, I led user research efforts across both client and management user groups to understand pain points and requirements.

From Clients:

Confusion about what documentation was required
Frustration with redundant information requests
Desire for visibility into onboarding status
Need for mobile-friendly access

From Management:

Difficulty tracking which submissions required review
Challenges in maintaining compliance documentation
Time spent on manual data entry and verification
Need for clear audit trails

Dual-sided digital platform

I designed a comprehensive digital onboarding system with distinct but connected experiences for clients and management teams.

A Unified Digital Onboarding Experience

Rather than simply digitizing existing PDF forms, I designed a single, cohesive product that organized the entire onboarding journey into one seamless experience—from initial client signup through final account activation.