KYC Form Redesign and Optimization

The Challenge

The company’s existing KYC (Know Your Customer) process relied on a lengthy, single-page form with numerous questions, creating significant friction for users. The experience resulted in high cognitive load, long completion times, and increased drop-off risk.

Research

Conducted user research and analyzed how customers interacted with the KYC flow. Key pain points identified included:

• Excessive form length and number of interactions.

• Lack of visibility into progress and remaining steps.

• Poor perception of effort required to complete the process.

• Overall low engagement with the form experience.

  
  

Solution

Redesigned the KYC flow using a progressive disclosure approach:

• One question per screen.

• One action required per step.

• Introduced gamification elements to increase engagement.

• Added a progress bar and clear step indicators.

• Simplified navigation and reduced cognitive load.

  
  

  

Validation

Ran an A/B test with comparable user segments to measure the impact of the redesigned experience against the existing flow.

Results

• Increased KYC completion rate.

• Reduced average completion time from 3–4 minutes to 2–2.5 minutes.

• Improved overall user experience and engagement throughout the verification process.

• The new KYC flow outperformed the previous version and was adopted as the company-wide standard.

  
  

Outcome

The project was successfully implemented and rolled out to all users, becoming the primary KYC onboarding experience for the product.