Case study · Customer experiences
eKYC Onboarding Portals
Identity capture and verification journeys that a customer can complete alone, and a review desk that can trust the result.
Know-your-customer is a regulatory obligation that customers experience as an obstacle. The portal is where the two meet.
The tension in onboarding
Every extra step in an onboarding flow loses applicants. Every missing check is a risk the institution carries. Most systems resolve the tension by asking the customer to visit a branch, which is safe for the bank and a poor use of everyone's time.
What we built
eKYC portals that let a customer submit identity details and supporting documents online, follow the status of the application and respond to requests for more information without starting over. Behind the portal, a review console gives staff a queue of applications with the evidence in front of them, a clear record of decisions and the means to send a case back with a reason.
The portal connects to the institution's customer and account records, so an approved customer exists in the system of record when the process ends and nobody re-keys the data.
Our view
The measure of an eKYC journey is how many applicants finish it. Control and convenience are not opposing forces in this design. A flow that explains what is needed and why, and that remembers what the customer has already supplied, is also the flow that produces cleaner data for the reviewer.
Delivered
What the client got.
- Onboarding without a branch visit
- Visible application status for the customer
- A review queue with evidence and a decision record for staff
- Approved customers created in the system of record
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