EVO – Fully Digital Financial Service Onboarding & Verification Flow

Designing a seamless, secure, and user-friendly onboarding experience for a digital-first bank.

Role

Design Lead

Industry

Financial Service

Duration

2021

Project Overview

Team: UX Researcher, Product Manager, Developers, Compliance Officer

Platforms: Mobile-first (iOS & Android), responsive web

Objective

To create an intuitive, compliant, and conversion-focused onboarding and KYC (Know Your Customer) verification process that increases customer sign-ups while maintaining regulatory requirements.

Project Overview

Team: UX Researcher, Product Manager, Developers, Compliance Officer

Platforms: Mobile-first (iOS & Android), responsive web

Objective

To create an intuitive, compliant, and conversion-focused onboarding and KYC (Know Your Customer) verification process that increases customer sign-ups while maintaining regulatory requirements.

Background & Challenges

EVO needed a mobile-first onboarding flow to align with its digital-only strategy.
High drop-off rates in early sign-up stages due to lengthy forms and unclear verification steps.
Users perceived financial app sign-up as time-consuming and complex.
Regulatory compliance demanded identity verification (KYC), which often created friction.

Goals & Success Metrics

Primary Goals:

Reduce onboarding friction.
Increase successful sign-up completions.
Ensure trust, transparency, and security in the verification process.

Key Metrics:

Drop-off rate during onboarding (goal: reduce by 30%)
Average time to complete sign-up (goal: under 4 minutes)
Verification success rate (goal: increase by 20%)

Design Process

Information Architecture

Welcome & Account Creation – Quick sign-up via email/phone.
Profile Setup – Basic personal info with smart form autofill.
Identity Verification – ID scan, selfie match, address verification.
Error Handlers – Managing user's input and onboarding feedback

Wireframes & Prototyping

Low-fidelity wireframes to validate flow and reduce steps.
High-fidelity clickable prototypes in Figma for usability testing.

UI Design

Clean, minimal interface to reduce cognitive load.
Visual hierarchy with progress indicators.
EVO’s brand colors applied subtly for trust-building.
Microcopy focused on reassurance and transparency.

Accessibility & Mobile-First

Large tap targets and readable fonts for mobile usability.
Clear error states and recovery options.
Optimized for one-handed use.

Final Designs

Progress Tracker: Always visible at the top.
Smart Form Autofill: Uses OCR for ID to reduce manual input.
Live Camera Preview: For ID scanning and selfie verification.
Guided Verification Steps: Contextual tips (e.g., "Hold your ID in good lighting").
Real-time Feedback: Instant alerts if verification fails.

Design Process

Information Architecture

Welcome & Account Creation – Quick sign-up via email/phone.
Profile Setup – Basic personal info with smart form autofill.
Identity Verification – ID scan, selfie match, address verification.
Error Handlers – Managing user's input and onboarding feedback

Wireframes & Prototyping

Low-fidelity wireframes to validate flow and reduce steps.
High-fidelity clickable prototypes in Figma for usability testing.

UI Design

Clean, minimal interface to reduce cognitive load.
Visual hierarchy with progress indicators.
EVO’s brand colors applied subtly for trust-building.
Microcopy focused on reassurance and transparency.

Accessibility & Mobile-First

Large tap targets and readable fonts for mobile usability.
Clear error states and recovery options.
Optimized for one-handed use.

Final Designs

Progress Tracker: Always visible at the top.
Smart Form Autofill: Uses OCR for ID to reduce manual input.
Live Camera Preview: For ID scanning and selfie verification.
Guided Verification Steps: Contextual tips (e.g., "Hold your ID in good lighting").
Real-time Feedback: Instant alerts if verification fails.

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