A concrete project with a clear subject and real-world context.
MarathonWorldTravel needed a single place where new clients could submit their travel preferences, race history, and medical waivers before the first consultation. The old process relied on email threads and paper forms, which caused delays and lost details.
We designed a step‑by‑step form that mirrors the natural flow of planning a sports trip: choose the event, share past race times, pick accommodation preferences, and upload medical documents. Each step saves automatically, so clients can return later without losing progress.
The portal was built as a lightweight web app using a simple form builder and a secure document upload endpoint. We added conditional logic: if a client selects the Comrades Marathon, the form asks for qualifying race proof; if they choose a trail package, it asks about gear rental. The team tested the flow with five existing clients before launch.
Average onboarding time dropped from four days to under two hours. The support team reported fewer follow‑up emails because all required documents arrive in one submission. Clients mentioned the clear progress bar and the ability to pause and resume as the most helpful features.
This page frames a concrete subject instead of using a generic heading. It explains what is being considered, why it matters in the site's context, and what detail a reader can expect next. The copy is intentionally plain and specific, so it reads like a real content item.
Process
From initial request to a working system — the steps we followed for the Client Onboarding Portal.
We met with the operations team to map out the current paper-based intake process. Three sessions identified 12 pain points and 8 must-have features.
Low-fidelity wireframes were shared with five client-facing staff. Their feedback shortened the form from 22 fields to 14 and added a document upload step.
Development took six weeks. The portal connects to the existing CRM and sends automated confirmation emails once a client submits their details.
Eight staff members and three external clients tested the portal for two weeks. We fixed 11 bugs and simplified the travel insurance selection step.
A two-week soft launch with five travel advisors. Each advisor completed a 45-minute training session and submitted three test clients before going live.
The portal went live across all departments in March. Average onboarding time dropped from 4 days to 1.5 days, and client satisfaction scores improved by 22%.