Onboarding timeline for the clients of a finance outsourcing firm

A lot happens before the first result, and the client sees almost none of it.

Between signing and the first month-end close there are eight stages: reviewing documents, reaching out to the client, a welcome meeting, setting up the platforms, training, a pilot, full rollout and delivering the result. Each one has several tasks, split between the sales team, the BPO team and the client.

For someone who has just signed, this period can feel like silence. They have handed over their company's data and don't know what is being done, what still depends on them, or when they will see anything finished.

I split the journey into two levels: the map and the detail.

The first slide is the map. The eight stages sit on one continuous line, numbered and each with its own icon, starting with a 7 to 14 day pre-onboarding. In a few seconds you can see the whole path and where it ends.

The next slides open up each stage by week: what happens in week one, what starts from week two and what arrives from week four. Each column lists the tasks in short sentences, one per block, so nobody has to read a paragraph to know what comes next.

The stage names and numbers are the same on the map and in the detail. Anyone who sees 04 on the map finds 04 in the right week. Colour follows time too: blue for week one, violet for the stages after it.

The process became a conversation with the client.

The team’s tasks now take the shape of a journey, ready to be presented in the welcome meeting, which is itself one of the stages on the timeline.

The client leaves that meeting knowing what Gestão 360 will do, what will be needed from them, such as logins and training, and when the first delivery arrives: the month-end close, from week four. Expectations are agreed in writing from day one.