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E-KYC Document Upload Flow
A quick and efficient digital profile verification solution for enabling
international money transfers.
INTRODUCTION
The E-KYC document upload is like a must-do check before sending money abroad. Users simply verify themselves online, making sure everything is safe and trustworthy. It's a necessary step to guarantee secure transactions and follow all the rules, ensuring a hassle-free and reliable system for sending money globally.
CLIENT BACKGROUND
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Industry: Fintech
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User Type: End Users (Individuals)
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Focus: Innovation in financial transactions
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Mission: Reshaping global money transfers
MY ROLE
In my role as the designer, I delved into the project, collaborating closely with stakeholders and the team to identify challenges. After completing the research phase and gathering key insights, I crafted a user-friendly standard solution applicable to different flows. It underwent thorough user testing for ease of use and was designed in line with Western Union's style guidelines.
PROJECT OVERVIEW
As per the product brief, only 22% of users completed the E-KYC document upload flow, a thorough analysis identified challenges such as low-quality image uploads and incorrect document sequencing.

The project aimed to tackle these issues through the implementation of a straightforward and user-friendly solution. Emphasis was placed on guiding users through the correct sequence and promoting the submission of accurate information. 


The ultimate objective was to substantially elevate the success rate of user verifications during the E-KYC document upload process, ensuring a smoother and more effective user experience.
OBJECTIVES
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Improve E-KYC success verification rate.
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Increase the number of digital transactions.
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Reduce drop-offs and migrate users to digital transactions.
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Facilitate quick and seamless money transfers.
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Standardize E-KYC experience flow and eliminate variants.
TARGET USERS
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Website Users (New & Existing)
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Mobile App Users (New & Existing)
PROCESS FOLLOWED
RESEARCH
To better understand user needs and refine objectives, I used the following research methods:


1. Root Cause Data Analysis:
Analysed tool-provided data to pinpoint challenges faced by users during the verification process.



2. Existing Solution Study:
Evaluated the current solution, identifying strengths, weaknesses, and areas for improvement.


3. Competitor Study:
Explored E-KYC processes in other applications to uncover industry trends and innovative ideas for potential enhancements.
1. ROOT CAUSE DATA ANALYSIS
I worked with the product owner to find out why some users were having trouble uploading their documents for E-KYC. Here are a few reasons we discovered:
2. EXISTING SOLUTION STUDY
Reviewed the current solution by simulating the user experience and testing with a few users via the UAT link. Discovered that some pain points aligned with findings from the root cause analysis.
3. COMPETITOR STUDY
After analyzing user pain points and root causes, I shifted focus to identify other applications providing E-KYC solutions to their users.
FEATURE COMPARISON LIST
After studying competitors, I compiled a list of potential features. By marking each competitor against this list, I created an expected features list for the flow.
KEY INSIGHTS
Following the research, I assessed the collected data, identified pain points, and recognized opportunities. Subsequently, I communicated the findings to the team and stakeholders. Based on the data, the proposed flow is as follows:
FLOW DIAGRAM
After identifying the user requirements and summarising them through the key insights process, I worked on a flow diagram and proposed the new modified flow to the team.
CONCEPTS / IDEATIONS
MOCK UP DESIGNS
Upon receiving approval on concepts to proceed, I initiated the creation of mockups. These were then shared with the product owner and the development team for a thorough review and addressing any concerns.
USER TESTING
While the team was still reviewing the mockups, we did user testing to verify the users’ feedback and concerns. The final results were encouraging as 90% of users were able to figure out the correct info and took the correct path to complete the task.
PERFORMANCE MONITORING
Once the newly designed E-KYC flow underwent prototype testing in countries like the US, Canada, and Australia, the results were both encouraging and conclusive.
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