eKYC and eContract Flow
Company
KIS VIETNAM
Role
UX/UI Design
Business Analysis
Usability Testings
Korean IT Comtor
Team size
5 team members
Year
2023
Problem Statement
The project aimed to address significant user drop-off rates during the eKYC (electronic Know Your Customer) and eContract processes at KISVN. Despite a high success rate from the eKYC vendor (over 90%), the completion rate of sign-ups was low. This discrepancy suggested issues beyond the performance of the eKYC system itself. The key problems identified were:
1. Complex and Lengthy Sign-Up Forms: The multi-step, detailed forms were overwhelming users, causing frustration and abandonment of the process.
2. Technical Issues: System errors, slow loading times, and compatibility problems across various devices and browsers led to user drop-offs.
3. Insufficient User Guidance: Users lacked clear instructions and support, making it difficult to navigate and complete the sign-up and contract processes.
Competitive Analysis
User Research and Analysis
Multiple Steps: Overwhelming and time-consuming.
Redundant Information: Unnecessary fields caused frustration.
Lack of Progress Indicators: Users were unaware of remaining steps.
System Errors: Frequent glitches disrupted the flow.
Slow Loading Times: Impatience and abandonment due to slow responses.
Solution
Streamlined Forms: Reduced the number of steps and fields in the sign-up form, requesting only essential information initially.
Progress Indicators: Added visual progress indicators to show users how many steps were left, reducing the perceived complexity.
Inline Validation: Provided immediate feedback for errors to help users correct issues as they occur.
Optimized Loading Times: Improved backend processes to ensure faster loading times.
Cross-Device Compatibility: Ensured the process was smooth on all devices and browsers through rigorous testing and optimization.
