Shivam.ux

Let's Connect

UX Design, Research, Validation, UI Flows, Prototyping

Redesigning onboarding for a large-scale financial platform

Bajaj Capital’s onboarding relied on Excel-driven operations, resulting in delays, manual dependency, and no real-time visibility.

Timeline

Mar 2025 - Nov 2025

My Role

Lead Product Designer

Major Impact

Reduced Onboarding time from 7days to ~35mins & optimised KYC funnel by 41% reducing Onboarding support tickets by 71%

Initial ask was a UI redesign, but the problem ran deeper

Onboarding relied heavily on relationship managers, took up to 7 days, and saw high drop-offs due to effort and lack of trust.

Operations were fragmented and dependent on manual workflows

Onboarding and portfolio tracking were managed across Excel sheets, creating delays, errors, and no real-time visibility for users.

Multiple stakeholders shaped the onboarding experience

Customers, relationship managers, and internal teams operated with different goals, creating dependency and friction across the journey.

User Profiling

All data from wealth tracking to portfolio planning was stored in Excel sheets, making it difficult to scale or provide real-time updates.

Base Outcome

All data from wealth tracking to portfolio planning was stored in Excel sheets, making it difficult to scale or provide real-time updates.

Onboarding Journeys for Every User

All data from wealth tracking to portfolio planning was stored in Excel sheets, making it difficult to scale or provide real-time updates.

Goal Based Portfolio

All data from wealth tracking to portfolio planning was stored in Excel sheets, making it difficult to scale or provide real-time updates.

Wealth Visualization & Management

All data from wealth tracking to portfolio planning was stored in Excel sheets, making it difficult to scale or provide real-time updates.

Tools for Relationship Managers

All data from wealth tracking to portfolio planning was stored in Excel sheets, making it difficult to scale or provide real-time updates.

Manager’s Dashboard

All data from wealth tracking to portfolio planning was stored in Excel sheets, making it difficult to scale or provide real-time updates.

App For Relationship Managers

All data from wealth tracking to portfolio planning was stored in Excel sheets, making it difficult to scale or provide real-time updates.

Dashboard for Managers

All data from wealth tracking to portfolio planning was stored in Excel sheets, making it difficult to scale or provide real-time updates.

Framing the entire research

The core problem required a system, not a feature fix

Onboarding breakdown was not isolated to the user interface. It was driven by disconnected workflows across customers, relationship managers, and internal teams, all operating without a unified system.

The solution

We redesigned the entire onboarding system across users

Solutions were built for customers, relationship managers, and internal teams to reduce dependency and improve coordination.

Customer App

Shifting onboarding from effort-heavy to intent-driven

Without E-CAS File → Users can upload their wealth details in 7 simple steps, with guided instructions and secure verification.

With E-CAS File → Users upload their E-CAS document, confirm assets, and optionally edit or add more investments all within minutes.

Customer App

From data collection to goal-led Planning

Users were first guided to define financial goals, creating context and intent before asking for detailed information.

Customer App

Making portfolios understandable, not just accessible

Clear visualisation and guided interactions helped users make decisions independently, reducing reliance on relationship managers.

Relationship Manager's App

Enabling relationship managers, not replacing them

A dedicated RM interface improved visibility, faster responses, and better control, while still keeping them integral to the ecosystem.

Manager's Dashboard

Manager’s Dashboard

For leadership, we built a desktop interface with state-wise distribution analytics, activity tracking, and client progress reports.

A Complete Transformation

Planning, Styles & Design System

A Complete transformation

More Projects

Helping companies, Product managers, and founders translate big ideas into experiences people actually use and love.

Turning trust into conversions

Explore Work

India-wide analytics in under 30 seconds

Explore Work

Outcomes

Manual Backend Dependencies

All data from wealth tracking to portfolio planning was stored in Excel sheets, making it difficult to scale or provide real-time updates.

Broken Onboarding

All data from wealth tracking to portfolio planning was stored in Excel sheets, making it difficult to scale or provide real-time updates.

Missing Goal-Based Planning

All data from wealth tracking to portfolio planning was stored in Excel sheets, making it difficult to scale or provide real-time updates.

Lessons Learned

Starting from Zero

I wasn’t handed an existing app but a backend Excel sheet and access to the leadership team. This allowed me to design from the ground up.

User Research & Core UX Laws

We conducted interviews with users and relationship managers to understand their behavior, frustrations, and needs. The design process leaned heavily on:

Team Collaboration

Leading a small but agile team of two, we iterated quickly, testing assumptions, and refining the user journey for both customers and relationship managers.

Planning, Styles & Design System