B2B Client Onboarding Platform
MTN Business
Designed an intuitive B2B onboarding flow that became shorter than any existing telecoms onboarding process in South Africa, modernizing MTN's digital design approach.
The Challenge
MTN Business needed to improve their B2B client onboarding process but had very little time and limited information. The existing onboarding was lengthy, complex, and not user-friendly compared to competitors.
Project Journey
Research & Requirements
5 days- Met with senior sales agent for business requirements
- Competitive research on MTN's competitors
- User research on existing onboarding processes
- Identified pain points in current onboarding
- Created optimized functional flow
Wireframing & Ideation
3 days- Rapid sketching sessions with sales agent
- Wireframe creation and validation
- Brainstorming to eliminate failure points
- Flow optimization to minimize clicks
- Stakeholder approval of wireframes
High-Fidelity Design Sprint
2 days- Redesigned MTN's digital design guidelines
- Created modern interface foundation
- High-fidelity prototype development
- Kept design simple and focused on B2B
- Final preparation for board presentation
The Solution
Conducted rapid competitive research on telecoms competitors' onboarding flows. Worked intensively with the senior sales agent to understand business requirements and user perspective. Through quick brainstorming and wireframing sessions, designed a streamlined step-by-step flow that minimized clicks and simplified the onboarding journey.
Impact & Results
Completed design sprint in just 2 days before board presentation. Approved on first presentation with only minor improvement requests. The redesigned digital design guidelines modernized MTN's user interface. Created the shortest B2B telecoms onboarding process in South Africa at the time.