eKYC App for Customer Onboarding — UX/UI Case Study
This is a case study on designing UX and UI for a mobile application. I’m publishing it here to get some feedback from you guys. This application is an ideation to create an eKYC portal to enable the online/digital customer onboarding process for the banking sector in Cambodia.
My Role: UX Engineer
Project Type: Concepted Project
Technology: React Native
Know Your Customer — KYC is the process to recognize the customer’s identity when doing legal registration and it requires more work and time from staff.
The banking system in Cambodia isn’t 100% digital, so many processes are still being operated by human resources, and Know Your Customer (KYC) is also one of them. In order to register for the bank account, customer needs to show up at the front desk of the bank and provide their identity documents to the bank staff and the staff make the verification on their own. It’s time-consuming and workload for the staff as well as the customers.
The system and application to verify the customer identity by using Liveliness verification and Optical Characteristic Recognition (OCR) which is called Electronic Know Your Customer — “eKYC”
The solution includes an application and Application Programming Interface(API) for the clients that can be used to onboard their new customers without worrying about staffs’ workload, time-consuming, and other small errors that could be made during the process — the system does it all for them. On the other hand, their customers don’t need to go to the office to register for an account, they can fill in personal information, perform verification, and upload the required documents from their homes.
I have conducted my research in two parts. The first part was competitive research and the second was interviews with financial institutions
⦿ Innov8tif — Founded in 2011 in Kuala Lumpur, Innov8tif’s areas of specialization are Digital ID assurance (e-KYC), Digital low-code process automation, and Mobile biometric authentication.
⦿ Shufti Pro — AI-Powered Identity Verification & AML Screening
⦿ The person system app of some banking institutions.
As a B2C service provider, our target customer is financial institutions. We have met and discussed with some financial institutions such as Credit Bureau Cambodia, AMK Microfinance Plc about their pain points and expectations. We also met with banks’ customers and talked about their experiences when they created their bank accounts. All meetings were conducted remotely because of the covid-19 situation in the country and it’s also fast and less time consumption.
Understanding the User
According to the data from the interview, it helps me to identify the main pain point that most financial institutions still use offline method to onboard thier customers.
The customers need to show up at the front desk in order to onboard themselves into the system. Some financial institutions used eKYC but they need staff to double-check the document after it’s all done by the system.
- “Most institutions still use traditional or offline method to onboard their customers.”
- “We need to transform the financial industry into digital in response to Industrial revolution 4.0.” “
- Some institutions with high-end technology have their own system but it needs help from staff to double-check and is used internally.”
- “We don’t have the system that shares the customers’ data within all institutions so it’s hard to manage financial data.”
- “I had to spend time going to the office and waiting for my turn to enter the counter and register my account. As I remember, It took 45 minutes to 1 hour.”
Breaking Down the Process
The next step was to put the knowledge from research in motion to define the app’s functions, user flows and designs the prototype
✓ Customer onboarding
✓ Document compilation
✓ Document verification
✓ Fraud prevention
✓ Liveliness verification
✓ Anti Money Laundering
Based on my research I conducted two users’ flows.
- The new user performs his first onboarding process
There’re two iterations of the prototype were designed but the system mostly relies on API integration. The prototype is used for demo purposes. I made the prototype in Figma.
I conducted a user test with my low-fi within team members. I noticed that there was one main issue with my design.
The test was conducted with 3 team members. I prepared the low-fi prototype (made in Figma). The users had to go through a few tasks, the whole test took around 10 minutes each. The prototype was displayed on the monitor of the computer, users used a mouse to navigate. They were asked to think aloud. The issue — After extracting data from the document, the system display too much data back to the user.
After this test, I came out with the second design in response to the feedback.
High-Fi Prototype — Clickable Prototype
Main Aspects of the Application
Digital onboarding - The system aims to bring the financial sector in Cambodia to another level with the help of technology.
Online with less time-consuming - It’s online so it will be easy and less time consuming compared to the offline method.
Centralized customers’ data - Data is safely stored and can be accessed by all authorized financial institutions so that if the same user onboarded with a different bank, the data still exists. It also helps in other financial activities such as credit scoring.