Verify account with Video KYC
Due to increased requests for higher limits in fund transfers, cash withdrawals, and other banking privileges, we've decided to enhance user experience by introducing an in-app Video KYC.
timeline
03 - 10/2023
role
Product Design
platform
iOS, Android
category
Digital Bank
context
In our first year, we utilized a third-party service that required customers to navigate through an external browser for KYC flow. Over time, the service's instability became a major concern. Addressing technical issues meant relying on our partner, leading to a sense of inactivity on our end.
Moreover, both customers and KYC checkers had to be online at the same time to complete the procedure. Due to resource limitations on our side, the upgrading flow was significantly hindered and inconvenient.
challenges
Explaining Video KYC to the general users is the first challenge, since in Vietnam, the idea of a fully digital bank is still quite new. On the design perspective alone, we aim to guide users carefully, enabling them to complete the process by themselves.
result & IMPACT
After a few iteration, zoom in the details of each recording steps, we saw a high rate in completing each step with no drop-out confusingly.
The Scenario Performance (December 24 - 29, 2023)
By improving the instructional design, both on visual and copy, we record a major decrease of improper KYC submitted. 90% of rejection were due to technical problems.
Let's dive in the process
approach
Business & Operation
In response to the issues mentioned earlier, we shift the KYC checking process from live to pre-recorded. The users will record their NID and face, and the videos will be stored on the portal for sequential review by the KYC checkers.
This change aims to boost the number of checked cases and streamline the process, saving time for both users and our team.
Technical
We aim to detect and scan, then compare NIDs and faces with the prior data customers used to registered their Cake accounts. The live detection is quite similar to eKYC. Plus, we'll identify and capture the best scene from each step (similar to the live photo on iOS), reducing the need for checkers to review every video in full.
Since this isn't a tech blog, I won't give much detail on how system works.
Quick Research
As we were already implementing a video KYC flow with a third-party, our focus here was primarily on optimizing content and information design.
screenshots from Techcombank, TPBank, VPBS, Zalo, GoPay, DANA Wallet
Input full flow of each competitor would be overwhelming, so I only insert highlighted screens above. Here is a brief note on Techcombank, which is one of the most pioneer banks in Vietnam.
insight from the video KYC flow of Techcombank
design
Phase 1
At this phase, we launched a full flow with recording function and minor quality check. After that, we started A/B testing in a limit specific time range in order to detect the errors.
After review on the records, data tracking, number of checked cases per KYC checker and the approved KYC requests, I did a quick design audit and found many room to improve.
Phase 2 - Final design
In order to enhance those problems, I decided to break it into smaller steps and redesign on the copy, visual and flow.
During this enhancing phase, I picked up a technical insight. We have to keep the camera and the NID card still a few seconds for the system to check and save. Most didn't know about this so they continuously move the NID card around. There was no system feedback as well. You can tell that our team missed this case in advanced ☺️
The improvement for system feedback
The illustration assets I made for Video KYC
End of story
