Identity verification for web and mobile
In twelve weeks we redesigned a wallet's onboarding around its existing identity and compliance checks. The previous flow ran to eleven screens, and document failures could leave applicants waiting up to four days.
Screens
The challenge
Compliance owned the checks and growth owned the funnel, with little coordination of recovery paths. Silent document failures led applicants to resubmit the same blurred page repeatedly before abandoning the process.
Our approach
We mapped failure states and designed a recovery path for each. Live document feedback helps applicants correct an upload immediately. National-ID lookup removes manual entry. Liveness and sanctions checks remain in the flow, with clear next steps in Arabic and English when a check fails.
Outcome
- Completed verifications increased by 23%
- Onboarding support tickets reduced by 44%
- Existing controls retained, with recertification completed without exceptions
- Remaining liveness drop-off measured and scoped as the client's next improvement
“They made hard compliance decisions feel obvious to the customer, and never once asked us to relax one of them. The report I file has fewer exceptions in it than before.”Yazeed Al-Otaibi — Compliance lead, Rasid Pay
Original interfaces and workflows are protected by NDA. Images are UI recreations using synthetic data and figures. Client identity is shared with permission.