Reducing outbound and onboarding time

Improving the efficiency and security of the onboarding process by refining the Digital Certificate flow, reducing complex communication, and making the process less time-consuming

A little bit of context…

This idea gained traction when two Chilean companies expressed interest in partnering with Monkey to enter the Brazilian financial marketplace.

I played a key role in the Monkey Latam-Chile project by streamlining onboarding and financial document management. I integrated Brazil’s financial network guidelines with those of Chile, including the implementation of a secure digital certificate system. This system enables Chilean companies to safely access banking data and conduct online transactions.

With the digital certificate, Chilean companies can:

Register simultaneously with one of the two electronic billing systems in both Brazil and Chile.

Perform secure and private inquiries, declarations, and corrections on Chile’s SII website.

Conduct operations with organizations and companies within Brazil’s financial marketplace.

Problem to Solve

With the Chilean financial system being different from Brazil's (relying on document management), our clients were facing many challenges in completing this part of the flow (adding and managing digital certificates).

Given these concerns, the question raised was:

How can we, as their Supply Chain Finance SaaS platform, make this process simpler, more efficient, and less restrictive operationally for them?

My objectives with this project

Minimizing outgoing interactions

Discovering a new method to reduce the hassle for our clients of accessing external links to complete the process of adding or managing their digital certificates on the platform

Streamlining Onboarding

Providing a guided experience by offering clear, step-by-step instructions and support throughout the process, users can easily navigate their entry into the system.

Stakeholders conversations & Mapping flow

At this stage, we had conversations with the two companies that had an interest in a partnership with Monkey's Services to operate in the Brazilian financial marketplace. In these conversations, three topics were discussed…

What key information was going to be needed for the integration of Monkey's services to reduce complex communication?

How to connect shop owners to several financial agents, to facilitate the anticipation of invoice receivables.

Understanding the current flow of adding a digital certificate simplifies the flow and makes the process less time-consuming.

These conversations gave me some insights into what the client needed to integrate their company's banking data and helped me Interpret how I could simplify their journey.

The highlighted topics were the problems worth solving within the Minimum Viable Product scope. From here we worked on the solutions…

Some of the ideas of the MVP

Struggles on the way

Throughout this initiative, I faced two main challenges that had to be overcome to achieve the current onboarding process:

Language Barrier: With our clients being from Chile and me from Brazil, communication initially posed a significant challenge (Spanish and Portuguese). However, this was an exciting opportunity to deepen my empathy in design. It required patience and intentional questioning to fully understand our client's pain points and needs. Ultimately, both parties gained greater trust and enthusiasm for the partnership.

Different Financial Systems: Chile uses a digital certificate system, which is unfamiliar to Brazil's ways. To effectively support this new client, we needed to learn about Chile's financial system. Stakeholder interviews were crucial in this process, providing valuable insights and Q&A opportunities to adapt our platform to meet these new requirements.

Impacts & Reflections

Reducing the onboarding flow from 5 to just 3 steps within our SaaS platform, including internal validation with Chile’s Services (SII), has truly transformed the experience. It’s made the process so much easier and more efficient for users. Now, onboarding is quicker, and integrating with regulatory services is a breeze.

The ability to add multiple digital certificates as needed gives users more flexibility, letting them manage all their credentials in one place. Plus, managing digital certificates directly on the platform—whether editing or deleting—means users can keep their information accurate and up-to-date without needing extra help.

These changes not only streamline operations but also make the whole experience more satisfying for users, showing our dedication to making onboarding smoother and more responsive to their needs and regulatory requirements.

Overall, this project taught me the vital importance of leveraging stakeholder conversations and paying close attention to users' pain points. By actively listening and understanding their challenges, I was able to transform a confusing experience into a dynamic and achievable delivery.