Identifying user verification using eKYC solution

by | Jul 1, 2020

RoleUX & UI Designer, Front-End Developer
CategoryHTML/CSS Coding, User Experience
DateNovember 2017 – May 2018

Overview

The company was exploring the use of technologies to digitise their onboarding process, which consists of an online account registration flow for the public users and an identity verification process for the multi-level customer service officers (CSO). Initially, our team was brought in to do a technical spike for a proof-of-concept (PoC). After 3 months, the project got awarded so we moved on to do a full-scale implementation for production.

My Role

The project team comprised of 1 project manager, 1 technical lead, 3 developers and 1 designer. I served a supporting role at the beginning of the project by conceptualising the future customer journey and creating prototypes for the developers. After the project got awarded, I worked full-time in this project to code my design in HTML and CSS.

A summary of my contribution:

  • Identified and prepared user scenarios, user stories and flow diagrams
  • Coded responsive web application for public view (mobile-first)
  • Coded responsive web CSO dashboard
  • Coded interactions, animations and transitions using CSS
  • Designed copywriting and screen states for error handling and exception flow
  • Coded for cross-browser compatibility and accessibility
  • Prepared UAT test scenarios and user guides
  • Fixed Jira tickets containing UI bugs
  • Managed version control using Git

The Process

Ideation & Concept Development

During the PoC stage, I gathered the UX team to brainstorm ideas on “How might we help users to verify their identity within 5 minutes?”. We explored technologies like video streaming, facial recognition and optical character recognition (OCR).

Our 3-step eKYC that did not compromise the need for human intervention:

  1. Upload necessary documents
  2. Initiate a KYC interview with a CSO
  3. Get notified on registration status in 3 working days

Prototyping & Usability Testing

Next, I created a clickable prototype in Adobe XD and run informal usability testing within our department. As this a technical spike PoC, it is more important to get the technologies working as expected. Thus, I helped the developers to code all screens in HTML5, SCSS and basic TypeScript, while the developers worked on various API integrations.

Screenshots above are coded prototype mockups and may not represent the actual implementation

Project Kickoff Meeting

By the time the project is awarded, the main flows have been reviewed and iterated more than 5 rounds. Thus, we didn’t see a need to run another ideation workshop with the business stakeholders. During the formal project kickoff session, I created alignment with the clients on the scope of work by:

  • validating user flows and user tasks
  • capturing business rules and requirements
  • identifying potential “red routes”

Coding HTML/CSS in An Agile Environment

The project team worked on-site and had daily standup meetings (DSM), weekly retrospectives and weekly sprint plannings. There is no need for a weekly sprint review as our clients dropped by daily to monitor our progress and to provide feedback.

Time to time, I tested the coded product with different business users and made immediate changes to the codes without refining the clickable prototype. I also created a set of unit test scenarios for developers to run through at the end of each day.

Debugging everyday. Tracking of work progress using Kanban board

Contextual Inquiry

After the products went live, I observed the CSOs at work and interviewed them to gather feedback for improvement. New requirements were given to the developers to log Jira tickets.

User Guides

I also prepared 2 user guides for the company’s training purposes.

The Outcome

This project has gone live on 29 May 2018, just in time to support the FIFA World Cup. The user adoption rate and conversion rate of eKYC application are extremely high. Shortly after go-live, our project director received an invitation to share our eKYC service transformation journey at the Asia Pacific Lottery Association / World Lottery Association (WLA) Seminar 2019. This project was also listed as a significant win for our company. Our achievement was shared with all NCS folks at the NCS staff conference in 2019.

Our eKYC solution has helped our client to overcome operational bottleneck:

  • 70% existing user conversion rate since launch
  • 12% dropout rate reduction in verification process
  • More than 1,000 call traffic per day during peak period

We have come a long way from the POC stage back in November 2017 and I think we are one of the few in Singapore to be able to do KYC remotely with a video call which is a great achievement for both [Company] and NCS. And it’s amazing that we can do this in a short 6 months. Thanks again for making this a success! — Project Manager, [Company]

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