Mortgage broker onboardingMortgage Broker Onboarding Experience

Scale mortgage broker onboarding while:

• Replacing static presentations and manual processes that limited visibility into progress
• Restructuring fragmented training content for digital, self-serve learning
• Balancing regulatory depth with clarity for time-constrained brokers
• Aligning training, product, and communications stakeholders on one journey

• Co-led end-to-end design of the broker onboarding experience
• Defined learning structure, content flow, and interaction model
• Designed the onboarding journey across modules and touchpoints
• Collaborated with stakeholders to align training, product, and communication

• Training content was fragmented and not structured for digital consumption
• Existing onboarding relied heavily on manual communication
• Needed to balance depth of financial information with ease of understanding
• No prior framework for interactive learning within the organisation

I restructured the onboarding process into a guided, modular learning experience.

Key improvements:

• Broke down content into bite-sized, progressive modules
• Introduced interactive elements to improve engagement and retention
• Designed clear entry points, checkpoints, and completion states
• Created an email-driven onboarding system to automate communication and guide users through the journey

This transformed onboarding from a static process into a structured, self-serve experience.

• Shifted from passive consumption to interactive learning
• Used progressive disclosure to simplify complex mortgage concepts
• Designed onboarding as a journey with milestones, not isolated content
• Integrated communication (email) as part of the product experience

• Transformed broker onboarding into a scalable, structured experience
• Reduced dependency on manual training and communication
• Improved accessibility and consistency of learning across brokers
• Led to adoption of similar onboarding solutions across other Citi programmes