41%
More verified accounts reached the first deposit screen in the first session.
Case study · Fintech onboarding
Meridian cut account setup from 11 minutes to 4.
Fieldwork redesigned the first-session path for Meridian Credit, replacing a compliance-heavy application flow with a guided product entry system that customers could finish without support.
The brief was not prettier forms.
Meridian needed a first-session system that could earn trust, satisfy compliance, and reduce service costs without adding a sales call.
Audience
Small business owners opening a treasury account between client meetings.
Primary job
Understand what is required, complete setup, and know when money can move.
Constraint
Legal copy, KYC checks, and fraud review had to stay inside the digital flow.
First viewport promise
A senior buyer can see the measurable business outcome before reading process details.
Four decisions did the work.
The team kept the redesign minimal: fewer screens, clearer state names, and one decision per step.
Reordered the value exchange
Customers chose account intent before uploading documents, so every requirement had context.
Replaced vague blockers
Each error now explains what failed, what fixes it, and whether support can help.
Moved funding later
The system lets customers verify first, then fund when the account is ready.
Shipped a state library
Design, content, compliance, and engineering aligned on reusable loading, disabled, empty, success, and error patterns.
Proof you can filter.
Select a signal to inspect the evidence a product lead would use to approve the next engagement.
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-32%
Fewer onboarding tickets with no additional help center content.
$8.7m
Additional first-month deposits attributed to the redesigned funding path.
“Fieldwork made the hard parts visible without making our customers feel like they were inside a compliance checklist.”Amara Voss, VP Product, Meridian Credit
What Meridian kept.
The engagement ended with assets the internal team could maintain without Fieldwork in the room.
Decision map14 customer states
Content rules42 approved patterns
Prototype package18 responsive screens
QA checklist63 launch checks
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