Boosting the KYC flow's task success rate by 33%
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Boosting the KYC flow's task success rate by 33%
Client needs
The client needed a solution to enhance their KYC (Know Your Customer) flow, which was experiencing a high abandonment rate and a lower-than-expected task success rate. Through a comprehensive UX audit, targeted redesign, and two rounds of usability testing, we delivered a significant improvement. This approach led to a 33% boost in task success rate and a 39% reduction in abandonment, streamlining the user journey and enhancing the overall usability of the KYC flow.
Delivered
- UX Audit
- User Research
- Usability Testing
Design process
We began with a comprehensive UX Audit, covering user research, competitor analysis, heuristic evaluation, and accessibility assessment. From there, we moved into the design phase and tested the solution. After two rounds of prototyping and testing, we achieved our desired outcome.
The result of our work
The KYC flow redesign led to significant improvements in key UX metrics, boosting user satisfaction and contributing to overall business success. The task success rate rose by 33%, the abandonment rate dropped by 39%, time on task decreased to 16 minutes (not including verification wait time), and customer satisfaction increased by 23%.
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