Challenge Overview

Digital onboarding through KYC verification is often slowed down by complex form filling, frequent data entry errors, and lack of clarity around verification status. These issues lead to repeated submission attempts, user frustration, incomplete onboarding, and a high volume of customer support inquiries.

Participants are challenged to design an intelligent KYC experience that simplifies data entry, and provides transparent status communication, ensuring a smoother onboarding journey for users.

Challenge Objective

Design a smart KYC onboarding solution that:

• Reduces errors during data entry
• Improves transparency of KYC progress and verification outcomes
• Reduces KYC-related support inquiries

Problem Scope

The solution should focus on improving the user experience and operational efficiency of the KYC journey, specifically covering:

• KYC form data entry assistance
• Clear communication of KYC progress and outcomes

The challenge does not require redesigning regulatory compliance rules, but rather improving how users interact with the system.

Key Issues

• Users frequently make mistakes while entering KYC data leading to resubmissions.
• Prolonged and complex form filling process increases abandonment.
• Customer support receives a high volume of inquiries regarding KYC status despite status visibility.
• Users often do not understand the verification stage, rejection reasons, or expected processing time.

Guiding Questions

Participants may consider the following questions while designing their solutions: