Сryptopay

KYC flow correction

The storytelling about the decision we made in resolving the problematic area in the KYC process

KYC steps

The KYC proсess globally consists of 4 steps, as outlined below. But the most problematic step in passing KYC was step 3: ID Verification. Around 40% of users encountered some issues during the completion of this step.

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ID verification

If we break down the ID Verification into steps, it would look like this: Document selection, instructions for performing ID verification depending on the selected document, and activating the camera for taking photos.

The complex problem

This structure implied a complex issue with document uploading, which later had to be rectified. There were several key problems:

The majority of users didn't see the option to upload a document from their gallery or files;
The issue with two-sided documents: Users could take a photo of one side but had to upload the other side. This often led to a negative verification outcome;
There were users who didn't understand that they needed to take photos of both sides of the document and took a photo of one side twice;
Users uploaded unsupported formats or documents that were too large, resulting in errors;
Overall, due to such a structure, ID Verification and Address Verification were unsuccessful. There were numerous support inquiries asking why users failed verification.

Quick attempts to rectify the situation

Initially, to quickly rectify the situation, we took a minor path and attempted to quickly modify the appearance of the icon for uploading from gallery/files. Our hypothesis was that users simply didn't see it.

Such changes didn't bring any results. Globally, the issues remained the same.

A radical solution

After conducting a thorough analysis of the situation, we decided to change the structure. We introduced the option to choose at an early stage whether to upload or take a photo of the document.

New screens

Now, after selecting the document, the user sees a clear distinction between the methods: taking a photo or uploading from the gallery, eliminating the possibility of confusion in two-sided documents, for example, when they photograph one side and upload the other. Here, they immediately choose the preferred method and proceed to the next screen.

Then, we show them instructions based on the selected document and chosen method.

After that, the user landed on a screen where they clearly saw the number of sides, supported format, and size (if it was about uploading).

The method selection screen

Implementing this screen allowed for a clear distinction, which subsequently prevented upload errors. The user could immediately choose the format that suited them best and proceed accordingly.

Mostly, the issue was encountered on Android devices and with some languages.

Sides screen

This screen plays a key role in the flow as it answers several questions at once: how many sides the document has, which formats are supported, and what sizes are allowed.

Here, on this screen, the user could also check the quality of the photo and ensure that the necessary information is visible. Clicking on the photo frame enlarged the photo or uploaded image. Additionally, if the user realized that the photo didn't meet the quality standards, they could retake or reload the image.

New flow

Below is the flow when the user needs to take photos of their document from both sides. When both sides are photographed, the button becomes active, and they can proceed to the next step.

The results

As a result of this implementation and the entity separation we made, Proof of Identity increased by 24%, and Proof of Address increased by 19%.