Vania Lei
PRODUCT DESIGNER
APM allows financial institutions to configure application themes for their consumer platform. However, this has not only resulted in users taking months to get acclimated to the platform but also increased inquiries to the Training and Support teams. Using WalkMe, an onboarding experience was created to familiarize new users with the platform and help them navigate the features.
VIEW STYLE GUIDEVIEW BEST PRACTICES PRESENTATIONVIEW REPORTVIEW PRESENTATIONRole: UX Designer
Methods & tools
- Research
- Best practice analysis
- Stakeholder interviews
Project duration: May 2020
Deliverables
- Presentation on best practices
- Wireframes
- Style Guide
- Effectively provide new users with the appropriate resources to minimize learning curve
- Empower users to confidently customize their lending applications
- Reduce inquiries directed to the Training and Support teams
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An Underwriter’s user scenario and journey map when decisioning an application.
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A user scenario for a Funder and their journey map during application funding.
- Welcome message
- Product tour
- Walkthrough
- Page tip
- Help menu
A welcome message is immediately presented to new users to set the tone and guide users to begin their experience with a product tour.
The product tour aims to introduce users to APM’s main features and familiarize them with the help resources available on the site.
A guided walkthrough demonstration for complex workflows. Users will be able to learn the steps to set up while completing the process themselves.
In-line page tips provide additional information to guide users through less intuitive areas of the platform.
The help menu contains page-specific help content as well as access to global help resources.
![]()
A view of the loan officer's collections dashboard.
A welcome message is immediately presented to new users to set the tone and guide users to begin their experience with a product tour.
![]()
The product tour aims to introduce users to APM’s main features and familiarize them with the help resources available on the site.
![]()
A guided walkthrough demonstration for complex workflows. Users will be able to learn the steps to set up while completing the process themselves.
![]()
In-line page tips provide additional information to guide users through less intuitive areas of the platform.
![]()
A welcome message is immediately presented to new users to set the tone and guide users to begin their experience with a product tour.
The product tour aims to introduce users to APM’s main features and familiarize them with the help resources available on the site.
A guided walkthrough demonstration for complex workflows. Users will be able to learn the steps to set up while completing the process themselves.
In-line page tips provide additional information to guide users through less intuitive areas of the platform.
- Customizability - There were customizability constraints within WalkMe that affected the design of the onboarding components.
- Stakeholder buy-in - Justifying to internal stakeholders the value an onboarding experience will bring to users but also internal team members.
- Comprehensiveness - Everyone learns and finds help differently. The onboarding experience needed to encompass various levels of help such that all users will benefit.
- User onboarding is essential even if the product is intuitive. It ensures the learning process does not take too much time.
- Onboarding sets the tone for the user’s experience of the product.
- In addition to guidance, onboarding should motivate and educate users on how to reach their goals.
- Often times, only minimal guidance is needed. Explaining complex processes in great detail can be overbearing.
