BINGO KYC Flow

KYC is mandatory before any BINGO user can transact, so every abandoned verification is a blocked account and lost revenue. Benchmark numbers when I took on the project: 45% completion rate, task time over 5 minutes, 30% error rate, SUS of 48. Most users dropped off at the liveness check. They did not know what to do when the camera opened.

I ran a Lean UX Canvas workshop with the PM and engineers before any user research, to separate what we knew from what we were assuming. It surfaced a key assumption: we believed users dropped off because the process was too long. The canvas pointed to a more likely cause, confusion at specific steps.

Benchmarks against Jumio, Persona, and Singpass showed the gap. All three previewed what the camera step required before users started it. Ours opened straight to the camera with minimal guidance. That was the fix.

I mapped the full user flow, including every error path and retry state, not just the happy path. Wireframes went through Maze testing before any high-fidelity work. The biggest insight: users needed to understand what they were about to do before they started, not after they failed.

That became the guiding principle. Show what good looks like before you ask for it.

Three parts of the flow were redesigned. The onboarding sequence is 3 screens before verification starts, showing what you need to have ready and what a good capture looks like next to a bad one.

The liveness check uses an animated face alignment overlay with real-time position feedback and word-by-word voice confirmation, so users know the check is running.

The confirmation screen shows a reference ID and a 3-step timeline of what happens after submission, giving users a clear sense of closure.

Error states had the same care as the success path. Liveness fails show the specific reason (too dark, moved too fast, face not centred) and offer immediate retry. After 3 fails, a support contact replaces the generic error.