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Boosting the KYC flow's task success rate by 33%
With a comprehensive UX audit, targeted redesign, and two rounds of usability testing, we achieved remarkable results—boosting the KYC flow’s task success rate by 33% and cutting the abandonment rate by an impressive 39%.
About the project
The client approached us to redesign the current KYC process on their web platform. They were concerned about the high abandonment rate and the frequent need for users to reach out to technical support.
Design process
Effective planning is crucial in a redesign as it helps identify user pain points early, set clear project goals, and align the team’s efforts on the most impactful solutions.
UX audit
The old KYC process was clearly ineffective, prompting us to conduct a UX audit to uncover additional opportunities for improvement.
Customer journey map
We created a CJM that revealed the process to be painfully long and stressful for users, helping us identify likely points where they drop out.
UX issues
- Complex, lengthy form without step-by-step guidance
- No explanations for requested sensitive data
- Overwhelming amount of information on each page
- No progress indicators
CX issues
- Partially offline process
- Limited support during verification
- No status tracking
- Slow support response
First redesign iteration
We have developed a reimagined KYC design that addresses the weaknesses of the previous process while incorporating best practices in KYC design.
Usability testing
We conducted qualitative unmoderated usability testing of our first prototype with nine users and noticed significant improvements in their overall experience. However, we also spotted some usability issues that could be refined to make the process even better.
Second design iteration
The improved KYC design addresses key pain points with clear, manageable steps, explanations for sensitive data requests, and automated formatting to reduce errors.
A new status tracking system keeps users informed, and our proposed CX strategy further enhances client satisfaction and engagement with the bank.
The result of our work
As a result of the KYC flow redesign, several key UX metrics have improved, directly enhancing user satisfaction and supporting overall business success.
