In order to keep customers safe, Transfer Galaxy occasionally needs customers to submit sensitive documents. Customers who do not complete these requests could have their ability to send money affected. To prevent service interruption for our customers, we asked ourselves:
How might we bring transparency into the KYC information request process to prevent interruption of service?
- Customers do not always understand that not completing a request on time could lead to a service interruption.
- Customers are unsure why their information is necessary, and therefore apprehensive about completing a request.
- Customers want to track the progress of open requests.
Communicating account impact
The new card design gives customers an overview of what information they need to send and clearly states how their account will be impacted if they do not complete the request, whether that means blocking transfers to a specific recipient or not being able to send money at all.
Easing cognitive load through content hierarchy
Together with the content lead, I refined the design of each document request page. We shifted the focus from the overall information request process to the current step in the flow. The new bottom navigation also keeps next steps accessible and within thumb’s reach.
Consolidating follow-ups into one interface
One of the primary pain points that our customers were experiencing was that follow-ups to requests lived outside the web dashboard on a third-party support system. The new design ditches the third-party app for an all-in-one dashboard solution, giving customers the context they need in one interface.
Setting expectations for next steps
Information requests are handled by our KYC team which is a separate unit from general customer support. To reduce customer calls to the wrong support team, the success screens were redesigned to help customers understand what happens next in the process.
Measures for success
We launched the new information request dashboard in April 2021. We hope to see an increase in completed requests and a drop off in information request related customers support calls as indicators of a sucessful launch.