Automation Process
Automating the Metadata Onboarding Process
Project Overview
PROJECT & DURATION
Metadata Onboarding
3 Months
OBJECTIVE
Design an automated metadata onboarding process that simplifies workflows, reduces onboarding time, and improves user satisfaction by enabling users to independently complete the onboarding process.
EMPATHY - UNDERSTANDING USERS
A Manual Process Struggle
Imagine this: It's a typical Monday morning for Priya, a team member at Bank's "Process Data" department. Her calendar is packed, but she knows most of her day will be spent on a single task-helping "Service Users" navigate the complex and cumbersome metadata onboarding process.
On the other side, Sam, a Service User, is staring at his checklist for onboarding. He has no idea where to start and has already dialed Priya’s number. Together, they will spend hours on calls, battling through each onboarding step.
Both are frustrated. Sam’s project deadlines are slipping, and Priya’s productivity is taking a hit.
This was the reality for Data Management team before we embarked on a transformative UX journey.
Discovery Phase
When I joined this project as a UX designer, I saw the struggles of Priya and other team members. The manual onboarding process was riddled with inefficiencies.
Understanding the Chaos
Priya’s Side:
Hours spent explaining the same steps repeatedly to multiple users.
Sam’s Side:
A lack of clarity, resulting in frequent errors and delays.
The Key Insight:
This wasn’t just a process problem; it was a human problem. Users didn’t need more instructions-they needed a system that understood their pain and guided them step by step.
Field Studies
The first step in solving this problem was to truly understand it. I visited the Bank's Process Data office/department to observe Priya and her team in action.
Empathy and Discovery:
I watched as Priya navigated calls, shared documents, and manually verified metadata.
User Interviews:
I spoke to developers like Priya to understand service users frustrations and needs.
Surveys:
I gathered quantitative data to validate common pain points across users.
What I Learned:
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Service Users found the process overwhelming.
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Employees like Priya spent most of their time supporting manual onboarding.
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There was no system to guide users independently, leading to dependency and errors.
Defining the Quest
With these insights in hand, I framed the challenge.
The Problem Statement:
“How might we create an automated metadata onboarding system that empowers users like Sam to complete the process independently, while freeing up team members like Priya to focus on strategic work?”
We envisioned a world where:
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Sam could onboard metadata quickly and confidently in simple steps.
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Priya could reclaim her day, with only minimal involvement required.
Personas
Below two personas highlight the distinct needs and challenges of both Priya and Sam, providing a clear foundation for user-centered design decisions that address their pain points and motivations.
The Process Data Team Member
Priya
Demographics:
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Age: 34
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Role: Developer (Python)
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Location: Pune, India
Background:
Priya is an experienced professional working in the Process Data Team at the Bank. Her primary responsibility is assisting Service Users in onboarding metadata efficiently. She often spends long hours guiding users step-by-step through the manual process, leaving little time for her other strategic tasks.
Goals:
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Automate repetitive onboarding tasks to focus on higher-value projects.
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Ensure that service users have a smooth, independent onboarding experience.
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Maintain the quality and accuracy of metadata throughout the process.
Frustrations:
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Repeatedly explaining the same steps to different users over long calls.
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Juggling between her core responsibilities and providing constant support.
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Experiencing reduced productivity due to dependency-heavy workflows.
Motivations:
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Creating a seamless, automated onboarding process that reduces her workload.
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Seeing service users empowered to onboard independently without errors.
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Using freed-up time to focus on long-term process improvements and innovation.
Key Features Ganesh Values in the App:
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Automated Validation: Reduces manual error-checking.
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Step-by-Step Guidance: Ensures consistent onboarding without her intervention.
Sam, The Service User
Sam
Demographics:
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Age: 29
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Role: Data Manager at a Partner Organization
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Location: London, UK
Background:
Sam frequently interacts with Process Team to onboard metadata for his projects. With limited knowledge of the complex metadata & onboarding process, he often relies on Priya’s assistance to navigate the manual steps. This dependency causes delays in his projects, adding stress to his already tight deadlines.
Goals:
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Complete metadata onboarding independently without needing constant help.
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Avoid errors and delays that disrupt his project timelines.
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Gain a clear understanding of the onboarding process through an intuitive system.
Frustrations:
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Lacks clarity on how to complete the onboarding steps on his own.
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Struggles with complex instructions and frequent errors in manual workflows.
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Finds it frustrating to rely on repeated calls with the Process Data Team.
Motivations:
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Using a straightforward, self-guided system to save time and avoid confusion.
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Completing onboarding tasks faster to focus on other project responsibilities.
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Reducing dependency on external support for routine tasks.
USER JOURNEY MAPPING
Before Automation:
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Users navigated complex, unclear steps with constant team support.
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Tasks were time-intensive, leading to frustration and reduced productivity.
Ideal Journey:
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Users follow an intuitive, step-by-step process within the application.
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Onboarding tasks are automated, reducing time and eliminating errors.
Ideation Phase
Armed with a clear goal, I held brainstorming sessions with stakeholders and developers.
Ideation - Finding Solution
The goal was to design a system that simplified onboarding into a guided, automated process.
The Vision:
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Step-by-Step Guidance:
A simple, intuitive process broken into manageable steps.
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Automated Validation:
Reduce errors by validating metadata inputs automatically.
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Visual Feedback:
Use progress indicators and error messages to keep users on track.
The Blueprint:
We sketched wireframes and developed prototypes that included:
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A landing screen with a clear overview of the onboarding process.
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Interactive forms with dropdowns, tooltips, and error alerts.
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A progress tracker to show users how far along they were in the process.
Prototyping - Building Path
With the blueprint in hand, we built a high-fidelity prototype using Sketch. This prototype was more than just a design-it was an experience, a journey that mirrored Sam’s ideal workflow.
Key Screens:
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Home Screen:
A welcoming page that explained the process in 3 simple steps:
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Provide Details
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Govern & Validate Metadata
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Saved in system for the service users.
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Interactive Forms:
- Intuitive fields, where users could input information with minimal guidance.
- Automated error detection with clear, actionable feedback.
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Govern Data (backend process):
Govern the data with the validations applied/requested by the service users.
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Ready to Use (backend process):
The perfect data set is ready to implement for the service users.
Testing the Solution
We took our prototype to the real world, where Priya, Sam, and other users became our testers. After couple of iterations we noticed actions from the users as below.
Observations:
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Sam’s Experience:
For the first time, he completed onboarding without calling Priya. "This is exactly what I needed," he said.
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Priya’s Reaction:
"I can finally focus on other tasks instead of repeating instructions all day."
Challenges & Iterations:
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Navigation Issues: Some users struggled to find the “exact data" for the input fields. We provided detail info for clarity.
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Error Messaging: Users requested more detailed feedback on errors. We refined messages to offer step-by-step corrections.
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Visual Feedback: Progress indicators were added to keep users informed at every step is complete or in-progress.
Prototype: Designing the Solution
Emphasized simplicity and clarity to reduce cognitive load.
Created prototypes using Figma and Sketch to test workflows and UI designs.
The Impact
When the automated onboarding system launched, it transformed the workflow for PD team.
70%
Automation
Users completed onboarding process independently, reducing manual intervention.
65%
Time Saved
The process now took minutes instead of hours.
Improved
Productivity
Priya and her team could focus on strategic tasks, enhancing overall efficiency.
What We Learned
Every great design journey teaches us valuable lessons. Here’s what I took away:
Empathy Drives Innovation
By stepping into Sam and Priya’s shoes, we uncovered insights that shaped the solution.
Collaboration is Key
Working closely with developers, stakeholders, and users ensured alignment and feasibility.
Iteration Improves Outcomes
Testing and refining the design based on feedback led to a better product.
Thank you for taking time and reading my case study!
- Ram Takpere
The PD Metadata Onboarding project wasn’t just about building a tool-it was about solving real problems for real people.
Through empathy, creativity, and collaboration, we created a system that empowered users like Sam and freed up professionals like Priya to focus on what truly matters.