Novabook Unified Onboarding

Streamlined client onboarding for a B2B accounting platform, replacing three disconnected systems with a single guided flow.

• B2B SaaS
• Accounting
• Service Design
• MVP

Role

Value: Senior Product Designer

Timeline

Value: April 2025 to Oct 2025

Team

Value: Product, Sales, Operations

View platform

Value: app.novabook.com

40

Suffix: %

Faster Onboarding

60

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Less Manual Work

24

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Drop-off, Down From 60%

58

Onboarding NPS, Up From 22

Novabook's client onboarding journey was scattered across emails, Google Docs, Asana, Xero, QuickBooks, and HMRC/Companies House portals. Information was constantly lost or duplicated.

• Information lost or duplicated across 6+ tools
• Handovers between Sales and Ops took days
• Clients had no visibility into progress or next steps
• Heavy manual data entry and re-keying

I designed a unified onboarding system that replaced fragmented workflows with a single source of truth for every team and client.

Bold: Centralised client dashboard

Rest: with tasks, progress, and next steps in one view

Bold: Guided task completion

Rest: with plain-language instructions and inline validation

Bold: Internal team view

Rest: for real-time visibility across all client statuses

Bold: Streamlined client setup

Rest: with auto-populated data and transparent pricing

Group: Clients

Clearer journey, faster setup, better understanding of progress and next steps

Group: Sales

Faster handovers, less time chasing information, smoother client transitions

Group: Operations

Reduced manual work, better visibility across the pipeline, fewer errors

Cta Heading: Read the complete case study

Discovery research, process strategy, solution deep-dive, and reflections on what worked and what I would do differently.

Contact Line1: Have a complex onboarding challenge?

Contact Line2: Let's design the system behind it.