Redesigned Onboarding and Settings for Clio Payments
We redesigned the onboarding and settings experience for Clio Payments, transitioning it a flexible service that integrates across multiple products, all while eliminating existing friction.
The onboarding form and settings for Clio Payments were originally built into Clio Manage, our flagship product. While this made sense at the time, the code became increasingly difficult to maintain and more prone to breaking—especially as we adapted it for multi-region sign-ups. It also limited access, requiring users to have Clio Manage to sign up for payments, making it unsustainable for a multi-product ecosystem.
To solve this, we separated payments onboarding and settings from Clio Manage, rebuilding it as a scalable, modern service that multiple products can seamlessly integrate with.
Result
Our redesign introduced a verification hub, allowing users to resolve verification requirements flexibly, reducing bottlenecks. We also introduced the concept of restricted soon, allowing users to defer non-urgent requirements so they can start accepting payments sooner. Finally, the new onboarding enabled payments to launch in Australia and Ireland 8x faster, compared to using the old onboarding framework.
Challenges
The Know Your Customer verification process required for getting firms onto Clio Payments was more complex than we initially anticipated, with intricate logic and many edge cases. This led to unexpected challenges during the build phase. If I were to do it again, I would collaborate more closely with engineering during the discovery phase to identify these complexities early, preventing last-minute roadblocks.