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.
My objectives with this project
Wizard Stepper
Breaks down a process into a series of steps, presented in a sequential manner. It guides users through a complex workflow by presenting one step at a time and often includes a progress indicator.
Uploading Archive (PFX)
Enhancing usability by enabling direct upload of digital certificates, simplifying system integration and streamlining the process for a more straightforward client experience.
Visual feedback
Displaying key visual elements to provide clear feedback on the outcome of their recent action and instruct them on possible next steps.
Certificate Status
Providing real-time updates to ensure users are informed and confident about their current stage in the process.
FAQ Reporting
It enhances the experience by offering relevant information and support, reducing the need for direct assistance, and ensuring a smoother and more efficient process for users.
Edit Certificate
Allowing users to manage digital certificates by editing and deleting them is essential for ensuring accuracy, security, and flexibility during the onboarding process.
If you click on the button above you can click through the onboarding flow that was implemented.
Struggles on the way
Throughout this initiative, I personally 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 clients' 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 was unfamiliar to Brazil 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 transformed a confusing experience into a dynamic and achievable delivery.
