Streamlining Identity Verification Through a Smarter KYC Flow
Improved the end-to-end verification flow across web and mobile SDKs, reducing friction in document scanning, NFC, and facial verification to boost user trust and completion rates.
Project Overview
I led the UX redesign of uqudo’s KYC enrolment journey across both web and mobile SDKs, focusing on optimising the most critical and friction-prone verification steps: ID scanning, NFC, and face capture. The goal was to create a faster, more intuitive flow that supports users from diverse technical and cultural backgrounds. By conducting a UX audit, analysing competitors, and testing with real users, I introduced improvements that made the experience more predictable, inclusive, and conversion-friendly.
Status
Shipped
Role
Lead Product Designer
Year
Q2 2024 - Q4 2024
Product & Audience
B2B Identity & Security
Skills
Product Design
Mobile Apps
Design Systems
Final Solution
We successfully streamlined uqudo’s KYC flow with a faster, clearer, and more inclusive experience across web and mobile SDKs.
Highlights
A focused UX overhaul of the KYC process, streamlining document, NFC, and facial verification into a seamless, SDK-friendly journey across mobile and web platforms.
Understanding the Problem
The original KYC enrolment flow was difficult to navigate, especially during NFC and facial verification steps. Unclear instructions, inconsistent UI patterns, and low error recovery were leading to drop-offs and failed verifications, particularly on mobile devices. I was brought in to audit, redesign, and refine the experience across platforms.
Key Challenges
Research & Insights
Competitor Analysis
I reviewed top KYC platforms like Onfido, Persona, and Sumsub to evaluate their:
Product Audit
I conducted a full UX audit of uqudo’s web and mobile SDKs, identifying:
User Research
I gathered insights through interviews and surveys with real users:
These learnings shaped how we balanced clarity with flexibility.
Personas
Two primary personas were defined:
The final flow supports both paths with adaptive language and layout choices.
Wireframes & Content Strategy
I focused on refining friction-heavy parts of the journey:
Wireframes were tested and iterated before transitioning to high fidelity.
Qualitative Testing
User testing was conducted to validate the redesigned flow and uncover areas for improvement. Feedback was grouped into key themes:
The image below showcases a full breakdown of usability findings.
Core Design Values
These values shaped interaction patterns, tone of voice, and layout structure.
Final Designs & Key Screens
Welcome Screen
The Welcome Screen sets clear expectations by outlining each verification step up front. Variants were designed to support different ID types and step combinations based on the client’s KYC configuration.
Document Capture
The Document Capture screen guides users through scanning their ID with live visual feedback and smart error handling. It helps reduce failed attempts by highlighting common mistakes in real time.
NFC Scan
The NFC Scan flow was redesigned to improve success rates through step-by-step guidance and interactive troubleshooting, helping users resolve common issues without leaving the flow.
Facial Verification
The Facial Verification screen ensures users capture a clear and accurate selfie with the help of real-time guidance, error handling, and framing tools. The flow was also designed with cultural sensitivity in mind to support diverse user needs.
