Document Upload Features
Problem Statement
The process for customers to submit this info was via email to the Know Your Customer (KYC) team. Through this process, there are many points of friction for customers. They often report feeling frustrated with the length of time to receive a response and fearful that the process doesn't feel secure.
Hypothesis
Adding an in-app document upload flow will improve the kyc pass rate and the customer's perception of the experience.
My Role
As the UX writer, I was responsible for reviewing the entire Doc Upload Flow for consistencies of the communications and brand voice. This included analyzing the strategy around the external communications to customers to prompt them at various points of time to remind them to upload documents in the app and also notify them when the documents are in review or a reupload is needed due to the quality of the documents submitted.
I reviewed every piece of content in this flow and also provided feedback to the designers and product owner on how the flow could be improve to reduce the burden of the content to explain the process.
Minimum Viable Product (MVP)
MVP Features:
Interface
- Prompt an 'Upload' button on the Activity and Summary screens for affected transfers in regions with flexible regulatory requirements.
- List of accepted documents and instructions for a successful upload.
- All error states presented.
- A success screen with next steps.
Communications
- Send email and push notifications when a transfer requires more info.
- Send reminders up until the transfer is cancelled due to missing requirements.
Updating transfer status:
- 'Document needed' = The transfer requires a document to continue.
- 'Document in review' = The document uploaded successfully
- 'Resubmit document' = The document didn't pass the upload requirements
- Send Summary screen alert updates based on the status