Client Onboarding

DE Creative

INDUSTRY:

Finance

CLIENT:

First Command Financial Services

40%

Drop-Off Rate Between Steps

80%

Time reduced filing electronically

About.

Military and veteran clients faced an outdated, time-consuming onboarding process when joining our financial portal. Traditional onboarding required in-person office visits, paper forms, and manual document handling — often resulting in delays and incomplete applications.

We set out to eliminate travel, streamline paperwork, and create a fully digital onboarding experience that saves time for both clients and financial advisors.

Overview.

"I don't have time to drive to the Advisor's office multiple times."

Before the redesign, onboarding was inconvenient and frustrating. Some points were:

Mandatory office visits to complete forms and submit documentation
Physical submission of LES (Leave and Earnings Statement) and other paperwork
Delays and missed opportunities for starting financial planning quickly

This process didn’t meet the needs of busy military personnel or veterans, many of whom balance service obligations, travel, or remote living situations.

Identifying Areas of Improvement.

The Goal: Make Onboarding Effortless

Our design challenge was clear:

Move the entire onboarding process online
Enable secure, electronic document uploads
Ensure legal and security compliance for all data handling
Deliver a clear, guided experience that minimizes errors

Challenges.

Creating a fully digital onboarding flow required cross-team planning:

Legal & Compliance: Confirming which documents could be submitted digitally and how they would be securely stored

Financial Advisors: Ensuring the new workflow aligned with advisor review and follow-up processes
Developers: Implementing secure uploads and database handling within the existing porta

My Role.

UX/UI Design Lead
Design Systems Architect
Visual & Interaction Standards
Managing communication between our team and business owners

Design Solution.

Turning Office Visits into Clicks

Electronic Document Uploads
Clients can upload LES and supporting documents from any device, eliminating physical submissions
Guided Form Completion
A step-by-step digital flow reduces user errors and ensures all required information is captured
No Office Visit Required
The entire process can be completed remotely, saving hours for both clients and advisors
Integrated & Secure
Data storage meets compliance requirements, while the experience remains user-friendly and accessible

City street with snow and overhead walkway

Clear, Guided Onboarding Flow

Three-step process (Profile → Income → Additional Information) visually communicates progress and reduces cognitive load
Encourages completion by breaking the onboarding journey into digestible steps
Progress indicators (“Complete,” “Begin”) give users a sense of accomplishment and clarity on next actions

Reduced Friction for Users

Pre-filled fields and optional inputs reduce repetitive typing, speeding up completion
Eliminates physical travel and manual paperwork, directly addressing the primary pain point for military and veteran clients
Step-by-step guidance minimizes errors and missed documentation, improving the client experience

Clear, Guided Onboarding Flow

Three-step process (Profile → Income → Additional Information) visually communicates progress and reduces cognitive load
Encourages completion by breaking the onboarding journey into digestible steps
Progress indicators (“Complete,” “Begin”) give users a sense of accomplishment and clarity on next actions

Reduced Friction for Users

Pre-filled fields and optional inputs reduce repetitive typing, speeding up completion
Eliminates physical travel and manual paperwork, directly addressing the primary pain point for military and veteran clients
Step-by-step guidance minimizes errors and missed documentation, improving the client experience

Seamless Document Upload

Drag-and-drop LES upload and support for multiple file types (PDF, JPEG, PNG, GIF) eliminates the need for in-person submissions
Multi-file upload with size limit guidance ensures the process is both secure and user-friendly
Integrated “Don’t have your LES?” link provides immediate access to external resources (myPay), reducing abandonment

Increased Client Satisfaction & Operational Efficiency

Immediate confirmation screens (e.g., “Review Your Information”) build trust and transparency
Reduces advisor workload by removing the need to handle physical paperwork
Speeds up financial planning readiness, improving both client satisfaction and business efficiency

Seamless Document Upload

Drag-and-drop LES upload and support for multiple file types (PDF, JPEG, PNG, GIF) eliminates the need for in-person submissions
Multi-file upload with size limit guidance ensures the process is both secure and user-friendly
Integrated “Don’t have your LES?” link provides immediate access to external resources (myPay), reducing abandonment

Increased Client Satisfaction & Operational Efficiency

Immediate confirmation screens (e.g., “Review Your Information”) build trust and transparency
Reduces advisor workload by removing the need to handle physical paperwork
Speeds up financial planning readiness, improving both client satisfaction and business efficiency

Conclusion.

Significantly reduced onboarding time for military and veteran clients

Eliminated travel requirements and manual paperwork handling
Improved client satisfaction with a faster, modern experience
Reduced administrative workload for financial advisors

This project demonstrates the power of digital transformation in serving specialized audiences. By understanding our military clients’ unique needs, we delivered a secure, streamlined onboarding experience that removes friction and builds trust from the very first interaction.

By digitizing the onboarding process for military and veteran clients, we eliminated logistical barriers, improved document handling, and increased client satisfaction. The case study illustrates how thoughtful UX design and digital transformation can modernize financial services for specialized client groups.