uqudo is a digital identity and KYC platform that provides secure identity verification solutions for businesses.
uqudo is a digital identity and KYC platform that provides secure identity verification solutions for businesses.
uqudo is a digital identity and KYC platform that provides secure identity verification solutions for businesses.
Problem statement
uqudo provides digital identity verification and KYC solutions, but the KYC Enrolment Flow needed improvements to reduce friction for users. My goal was to enhance the user experience through a UX audit, recommendations, and refined Figma designs for both web and mobile SDKs.
The focus was on improving critical steps like ID Document Scan, NFC, and Face Verification to create a smoother, more intuitive process.
Competitor analysis
To gain a deeper understanding of the market, I conducted a competitor analysis, reviewing other KYC and identity verification platforms. I explored the UX and UI patterns of industry leaders like Onfido, Persona, and Sumsub, comparing their enrolment flows with uqudo’s. This analysis revealed both industry-standard practices and areas where uqudo could differentiate itself through improved usability and more intuitive flows, particularly around ID document scanning and NFC integration.
Product assessment
I began the project by conducting a comprehensive UX audit of uqudo’s current KYC Enrolment Flow, reviewing both the web and mobile SDKs. This audit helped me identify pain points and friction areas in the user journey, such as unclear instructions during the ID Document Scan or difficulties with NFC and Face Verification steps. Through desk research and hands-on testing, I mapped out the user flows and noted opportunities for streamlining the process to reduce user drop-off.
User insights
To better understand user needs and pain points within the KYC Enrolment Flow, I conducted interviews and surveys, revealing key challenges such as confusion during the ID Document Scan and delays in the NFC Scan process. By analyzing this qualitative data, I identified patterns around usability, efficiency, and trust. These insights guided the design process, ensuring the final solution addressed real user concerns, particularly in streamlining the most problematic steps and reducing friction.
Personas
I developed personas for two key user types: First-time KYC Applicants, who need more guidance, and Experienced Users, who benefit from a faster, streamlined process. The primary users were from the UAE, Middle East, and Africa, where some may not be as tech-savvy, so the flow had to be easy to navigate.
Additionally, I considered cultural factors like users wearing scarves during Face Verification, ensuring instructions were clear and respectful. These personas helped shape a user-friendly, intuitive flow for both new and experienced users.
Wireframes
To improve the user experience of the KYC Enrolment Flow, I focused on enhancing key areas rather than changing the overall flow. I introduced a welcome screen at the start of the process, giving users a clear overview of what to expect, which helped reduce confusion and set expectations for the steps ahead. Additionally, I placed help instructions in key areas, ensuring users had access to guidance exactly when they needed it. These improvements created a smoother, more intuitive experience while maintaining a user-friendly and informative flow.
Qualitative testing
Using the wireframes, I created low-fidelity prototypes to test with real users. These prototypes helped identify any remaining usability issues and allowed for quick iterations before the high-fidelity design phase. I organized feedback into actionable categories—positives, negatives, suggestions—which provided a clear path for refining the wireframes into polished designs.
Core values
In designing the new KYC Enrolment Flow for uqudo, I focused on three core values:
Clarity
Users must understand each step of the process without confusion.
Efficiency
The flow should minimize delays, especially for the NFC verification step.
Trust
The interface should build user confidence in the security and reliability of the identity verification process.
These values guided the design decisions, ensuring the final product was not only functional but also instilled trust in users throughout the KYC journey.
In designing the new KYC Enrolment Flow for uqudo, I focused on three core values:
Clarity
Users must understand each step of the process without confusion.
Efficiency
The flow should minimize delays, especially for the NFC verification step.
Trust
The interface should build user confidence in the security and reliability of the identity verification process.
These values guided the design decisions, ensuring the final product was not only functional but also instilled trust in users throughout the KYC journey.
In designing the new KYC Enrolment Flow for uqudo, I focused on three core values:
Clarity
Users must understand each step of the process without confusion.
Efficiency
The flow should minimize delays, especially for the NFC verification step.
Trust
The interface should build user confidence in the security and reliability of the identity verification process.
These values guided the design decisions, ensuring the final product was not only functional but also instilled trust in users throughout the KYC journey.
Design
I translated the wireframes into high-fidelity Figma designs, focusing on usability improvements for the ID Document Scan, NFC, and Face Verification steps. The design aimed to reduce friction and confusion for users.
Responsive designs for both web and mobile SDKs ensured a seamless experience across devices, maintaining uqudo’s brand identity while enhancing clarity and user flow.
Welcome screen
The Welcome Screen provides users with a clear overview of the KYC process, outlining each step—Scan Your ID Card, Verify with NFC, and Capture a Selfie—in a simple, visual format. Different variations were created based on the type of document (ID or Passport) and the number of steps required, depending on the client’s verification needs.
The screen reassures users with an estimated time for completion (“1-2 minutes”) and includes a clear “Get Started” button to initiate the process confidently. These improvements helped reduce user hesitation and ensured a smoother flow tailored to varying client requirements.
Document capture
The document capture page provides clear instructions, guiding users through the scanning process. Real-time error handling alerts users to issues like reflections, blurry images, or poor positioning, helping them correct mistakes instantly and improving the success rate of scans.
The page also features a prominent Get Help section, offering quick tips on avoiding common mistakes. Users can easily access help if they encounter errors, ensuring a smoother and more efficient document capture process.
NFC scan
The NFC Scan page guides users through the process of verifying their ID with a phone’s NFC reader. A step-by-step guide provides clear instructions, from removing covers to properly positioning the phone over the ID chip, ensuring users understand the process before beginning.
For additional support, a Get Help section offers quick tips and highlights common mistakes, such as incorrect phone positioning or losing connection mid-scan. In the event of an issue, the error handling feature provides real-time feedback with suggestions, allowing users to correct errors like “No Connection” or “Covers Blocking” and try again. These features together enhance the usability and success rate of the NFC scanning process.
Facial verfication
The Facial Verification page guides users through the process of capturing a selfie to match their ID. It provides clear instructions on positioning and lighting, helping users ensure their face is fully visible within the oval. The interface offers real-time error handling, alerting users to common issues such as bad lighting, covered face, or being too close to the camera.
A Get Help section is also available to provide tips for avoiding mistakes, like removing hats or scarves, improving lighting, and maintaining proper distance from the camera. This combination of live feedback and easily accessible help ensures that users can complete the facial verification quickly and accurately.
