Corporate registration for Koru memberships
Opportunity
Koru corporate accounts accommodate a spectrum of businesses, ranging from smaller enterprises with approximately 3-10 employees to larger corporations with up to 200 employees. However, the uniform time requirement for manual setup, irrespective of business size, created a disincentive for employees to address smaller accounts. Furthermore, the setup process for these business accounts was entirely manual, requiring businesses to initiate and manage their Koru corporate accounts exclusively through the call center.
How can we empower businesses to achieve full autonomy in managing their Koru accounts, thereby streamlining operations and improving overall satisfaction.
Process
Initially, we engaged with our call center staff to identify the common questions that businesses were likely to have during the initial phone calls. This allowed us to pinpoint the information businesses were seeking and lacked clarity on, guiding the creation of informative onboarding materials. After multiple iterations of wireframes, we tested them with account holders who had expressed interest in Koru corporate.
The goal was to evaluate their confidence in the product features and assess the ease of creating an account online without assistance. As the design strategist on this project, I led the initiative from crafting the problem statement to developing the final wireframes using our design system. Subsequently, I collaborated closely with a UI designer for the final delivery. While I wasn't involved in the entire delivery process, my collaboration with developers ensured that design needs and engineering needs aligned due to our tight deadlines, this was a highly collaborative process.
Solution
We designed and built an onboarding flow for new businesses to educate themselves on the benefits of Koru Corporate as well as compare at pricing plans and benefits. Business owners and account managers can verify their New Zealand business online, verify their own identity online and add, manage and renew their employees all online without having to make a single call.
