Process Digitization Framework for Streamlining Customer and Merchant Onboarding Experiences
Abstract
The rapid adoption of digital technologies across financial services, e-commerce, and retail sectors has intensified the need for streamlined onboarding processes for both customers and merchants. Traditional onboarding approaches are often plagued by inefficiencies such as manual documentation, fragmented verification processes, regulatory compliance delays, and poor user experience, which collectively hinder growth and increase operational costs. This review paper proposes a Process Digitization Framework designed to address these challenges by integrating automation, artificial intelligence, blockchain, and customer-centric design principles. Through a critical examination of existing literature and industry practices, the paper explores how digitization enhances identity verification, risk assessment, compliance adherence, and user engagement. The framework emphasizes interoperability, real-time data analytics, and adaptive workflows that align with regulatory standards while optimizing customer and merchant experiences. Furthermore, the study highlights success cases, identifies persistent challenges, and suggests future research directions for building scalable, secure, and inclusive onboarding systems. By consolidating insights across domains, the paper provides a roadmap for organizations seeking to modernize onboarding processes in an increasingly digital and competitive ecosystem.
Keywords
Process Digitization, Customer Onboarding, Merchant Onboarding, Digital Identity Verification, Regulatory Compliance, User Experience Optimization.
Citations
IRE Journals:
Opeyemi Morenike Filani, Oladipupo Fasawe, Oyenmwen Umoren "Process Digitization Framework for Streamlining Customer and Merchant Onboarding Experiences" Iconic Research And Engineering Journals Volume 2 Issue 7 2019 Page 225-240
IEEE:
Opeyemi Morenike Filani, Oladipupo Fasawe, Oyenmwen Umoren
"Process Digitization Framework for Streamlining Customer and Merchant Onboarding Experiences" Iconic Research And Engineering Journals, 2(7)
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