Neon Client Onboarding
A secure, self-service client portal that transformed Marex's manual onboarding process into a streamlined digital workflow, enabling efficient client acquisition in a heavily regulated financial environment.
MY ROLE
Lead designer, responsible for UX/UI design, user research, workflow optimisation. I was also the frontend developer as I developed the full responsive UI.
THE TEAM
Two designers, three developers, one QA, Head of Onboarding, and Head of US Clearing Sales.
TIMELINE
Q1–Q2 2024
CHALLENGE
In the highly regulated financial services industry, Marex's manual, email-based client onboarding process had become a significant bottleneck. The existing workflow was time-consuming, error-prone, and insecure due to sensitive information exchange via email. This inefficiency delayed client acquisition, created poor first impressions, and negatively impacted revenue projections—all critical issues as the company continued its rapid growth.
SOLUTION
I designed and developed a comprehensive self-service portal that digitised the entire client onboarding journey:
For prospective clients:
Self-initiated onboarding requests
Intuitive form completion for required information
Secure document upload for due diligence requirements
Clear progress indicators throughout the process
For introducing brokers:
Ability to initiate requests on behalf of clients
Option to complete entire forms or delegate sections to clients
Streamlined KYB (Know Your Business) processes
Key design considerations:
Clear visual workflow displaying process stages
Progressive disclosure to simplify complex requirements
Secure document handling for sensitive information
Design system integration for consistent UX across Neon products
Mobile-responsive interface for anywhere access
Explore a fully interactive high-fidelity prototype below.
USE CASE 1: INTRODUCING BROKER
Introducing Brokers can manage existing requests, and initiate new application requests. After completing the mandatory KYB step, IB users can choose to delegate completion of forms to the client, or finalise the request themselves.
USE CASE 2: PROSPECT CLIENT
A prospect client has been invited by a broker to register their profile, complete and send the onboarding application.
OUTCOME
The solution delivered significant measurable impact to Marex's US Clearing business:
50% reduction in time to complete onboarding requests
60% increase in valid requests ready for processing
Enabled 500+ introducing brokers to onboard clients more efficiently
Enhanced security compliance for sensitive information handling
Improved client satisfaction during the onboarding experience
Reduced operational costs through process automation
Accelerated revenue realisation through faster client acquisition
TECHNOLOGIES/METHODS USED
Design: Figma, FigJam, Neon Design System v2
Development: React 19, TypeScript 5, MUI v5
Research: Stakeholder interviews, process mapping
Process: Agile methodology with staged rollout in 3 milestones
