Think Big: Greatest Success

Situation

Our company was expanding internationally, and customer onboarding time in new markets was a bottleneck. It took an average of 7–10 days for new customers to fully integrate due to manual contract review, KYC processes, and technical hand-holding.

It was seen as “just how it is” — until I challenged that assumption.

Task

I proposed a radical goal: reduce onboarding time from days to **under 30 minutes**, with full compliance and automation. My role was to design and lead the build of a self-service onboarding portal that integrated legal, financial, and technical flows — something we’d never done before.

Action

I worked across 5 departments — Legal, Compliance, Design, Infrastructure, and Product — to reimagine what “day 0 experience” could look like. Key innovations:

• 🔐 Integrated real-time document verification with OCR + AI risk scoring
• ⚙️ Interactive config wizard that built custom API tokens and SDK snippets
• 📬 Slack & email notifications tied to customer setup milestones
• 📊 Admin dashboard for customer success team to monitor progress

// Real-time onboarding flow example
  if (kycScore >= 80 && businessType === "LLC") {
    generateAPIToken(userId);
    sendWelcomeKit();
  } else {
    flagForManualReview(userId);
  }
      

Result

Within the first month of launch, average onboarding time dropped to 22 minutes. Manual support tickets fell by 73%. We saw a 2.4x increase in trial-to-paid conversion in new markets. Sales began using the onboarding tool as a demo asset in customer pitches.

My “Think Big” initiative became a flagship project for the company’s international growth strategy — and earned me a company-wide innovation award.

Reflection

• 💡 Thinking big doesn’t mean doing it all — it means seeing what’s possible and mobilizing people around it.
• 🚀 Ambition + execution = transformation.
• 📣 Vision becomes reality when it’s shared, scoped, and shipped.

FAQ