KYC - Revamp
KYC Revamp is a redesign initiative focused on improving the identity verification experience for two key user roles: Policyholders and Insured Users. The new flow restructures the KYC journey from identity selection and document upload to OCR-based form completion, selfie verification, Dukcapil validation, and failure handling. The redesign also introduces clearer states and interactions across different verification scenarios to make the process more understandable and actionable.
Interface Design
Product Design
Mobile App Design
Company
PT. Lippo Life Assurance
Company
Insurance
My Contribution
Product Design
Website
Date Created
2023
Key Challenges
Turning a Complex Flow into a Clear Journey : The existing experience contained multiple screens, states, and interaction points. This created several challenges:
01
Too many decision points : Users could encounter multiple options before understanding what they should do next.
02
Fragmented navigation :The journey between discovering content, selecting an option, reviewing details, and continuing the process could feel disconnected.
03
High cognitive load : Users needed to process several pieces of information at once before taking action.
04
Unclear next steps : Although the available features were comprehensive, the experience did not always clearly communicate “what should I do next?”
05
Need for a scalable flow : The solution needed to accommodate different user journeys while maintaining a consistent interaction pattern.
Design Process
Key Strategy
The core strategy was to turn a complex verification journey into a sequence of clear, contextual decisions. Instead of presenting KYC as one long form, the experience guides users step-by-step based on the information they provide, while using OCR to reduce manual input and dedicated states to clearly communicate system processes, optional actions, and verification outcomes. This creates a more predictable journey while accommodating the different requirements of Policyholders and Insured Users.
Key Solutions
The value was clear, but the execution was full of complexity from platform constraints to ownership gaps across teams. I had to lead the design not just as a flow, but as a long-term, scalable system.
01
Identity Selection
Users first select the appropriate identity type before proceeding with verification, ensuring the subsequent flow is relevant to the selected document.
02
Flexible Document Input
Users can choose between taking a photo with the camera or uploading an existing document from the gallery, giving them flexibility based on their situation.
03
OCR-Powered Autofill
After the identity document is uploaded, the extracted information is automatically populated into the form, reducing repetitive manual data entry.
04
Contextual Information
Supporting information, such as the correspondence address, is introduced through contextual modals so users understand why certain information is required.
05
Clear Verification States
The flow provides dedicated states for processes such as Dukcapil verification, loading, and failed verification, helping users understand whether the system is still processing or requires further action.
06
Selfie Verification
For the Insured flow, selfie verification is introduced as a dedicated step, with support for either capturing a selfie directly or uploading one from the gallery.
07
Progressive Completion
The Insured landing form dynamically changes its primary action into “Verify” once the required information has been completed, giving users a clear indication that they are ready to proceed.
08
Flexible Completion
Users who are not ready to provide their identity information can choose “Nanti Saja”, allowing the journey to accommodate users who want to continue the process later.
Instructions for entering all the required data
Detailed step-by-step breakdown for each page.
OCR scan of KTP data
Result of the KYC data verification
KYC data verification for the insured
Reminder to verify data for both workers and non-workers after purchase
Daily reminder for KYC data verification.
Employment relationship data is required for the insured.
KYC failure notifications, each with its respective reason.
Data required for KYC based on the insured's age.
Outcome Highlight
The KYC Revamp transforms a multi-step verification process into a more structured, guided, and flexible experience. By combining OCR autofill, flexible document input, contextual guidance, explicit system states, and differentiated Policyholder–Insured flows, the design reduces unnecessary friction while giving users clearer control over their verification journey.
Overall, the redesign shifts KYC from a complex form-filling process into a guided verification experience where every step has a clear purpose and next action.
