As a Senior Digital Product Designer at Ledger Enterprise, I led the redesign of our critical onboarding experience. Transforming a linear, time-consuming process into an efficient, parallel workflow that respects the time constraints of C-level executives while maintaining the highest security standards.
Average onboarding duration
Userflow transformation
Typical client's team size, including C-level people
With unique security requirements
New standard for all enterprise clients
Required before onboarding
The onboarding process for Ledger Enterprise Solutions, known internally as the "Key Ceremony," represents a critical security moment for clients managing billions in digital assets. Any friction in this process directly impacts C-level perception of the platform's enterprise readiness.
My process began with immersive research to fully understand the complex requirements and pain points of the existing onboarding experience.
This case study presents a comprehensive redesign that balanced strict security requirements with modern user experience principles. The result transformed a frustrating, time-consuming process into an efficient, confidence-building experience worthy of an enterprise security solution.
With the transition of Ledger Blue, an almost ten-year-old device, to the new onboarding, one of the objectives was to simplify the process for customers and the internal team. Instead of sending Excel files with instructions to customers, onboarding was redesigned to be more intuitive, freeing up valuable time for support teams.
From 2016 to 2019, about 15.000 Ledger Blue were sold. First Ledger device supporting several cryptocurrencies - and some other applications, this wallet has a touchscreen and is the first wallet including the BOLOS operating System. Since 2019, the Blue is not sold anymore in B2C, but it is provided with the Ledger Vault professional solution, available in four colors.
Photo taken in the museum of Ledger, at Vierzon.
Onboarding required the configuration of nine devices, divided into three groups of three, each with a specific role: Share Owners, Wrapping Key Custodians, and Admins. This meant careful coordination between these roles to guide users smoothly.
The project was inspired by video game mechanics to make the experience more interactive. Particular attention was also paid to packaging, with the integration of a screwdriver to facilitate handling of the metal backup plates, and the creation of a letter of introduction to welcome customers.
This project highlighted the importance of adaptability and collaboration between different teams, while simplifying the work of Customer Support Managers and creating a more intuitive and efficient user experience.
In conclusion, this onboarding event demonstrated how design can transform the customer experience, by taking into account the smallest details, whether digital or physical.
