Onboarding & KYC audit
A UX audit for fintech onboarding and KYC
I find the exact screen where users leave your signup or identity verification flow, and tell you what to fix first. You get a drop-off map, a prioritized fix list and a 30-minute walkthrough call. It takes about 5 days.
What you get
Drop-off map
Every step of your flow, with where people leave and the likely reasons why.
Prioritized fix list
Each issue ranked by impact, with the screen marked and a fix you can ship.
30-minute walkthrough
A call to go through the findings with your team and agree what to fix first.
Why an audit before a redesign
Analytics shows where users leave. It does not show why. A drop at the ID upload step could mean a blurry camera view, a vague error, a long wait or a rejection that nobody explained.
The audit connects the two. I go through your flow screen by screen, line up what I find with your numbers, and rank the problems by how much they cost you. Then you know what to fix first, and what to leave alone.
I never ask you to remove a verification check. Compliance sets the floor. I make the steps around it clear, so people get through them.
How I review and rate the flow
I review every screen against established usability principles, for example visibility of system status, error prevention, and helping users recognize, diagnose and recover from errors. Each finding names the principle it breaks.
I rate each finding High, Medium or Low by how often the problem happens, how much it hurts and how long it lasts. That is how the fix list gets its order.
What I review
- Signup and account creation
- Identity verification: document choice, ID upload, selfie or liveness check
- Error messages and how users recover from them
- Waiting and pending states
- Rejections, and how they are explained
When you need more than a review
If the audit raises questions only users can answer, I can add usability tests with real people, or discovery research such as interviews before design starts. I scope these separately after the audit.
Sample audit
See exactly what you'll get
Every audit scores your flow against proven usability rules, ranks issues by impact and marks the exact screens to fix.
Usability score
Sample audit of an ID upload flow
3 issues found on this screen
No photo guidance
Users don’t know what a valid ID photo looks like.
Error copy is vague
"Upload failed" gives no reason or next step.
Progress is unclear
Users can’t tell how many steps remain.
How the 5 days run
- 01
Day 1 · Discover
A short call to understand your product, users and goals.
- 02
Days 2 to 5 · Diagnose
I map the flow, find the drop-off points and rank them by impact.
- 03
End of week · Walkthrough
You get the drop-off map and the prioritized fix list, and we go through them together on a 30-minute call.
Who it is for
Seed to Series A B2B SaaS and fintech teams, especially those without an in-house designer. It also suits identity and KYC products, digital banks and lenders, and AI products where users must trust an automated decision.
Questions
What do I get from an audit?
A flow-by-flow UX review, a drop-off map, a prioritized fix list and a 30-minute walkthrough call. It takes about 5 days. Contact me for pricing.
Will you ask us to remove verification checks?
No. I work inside your compliance rules. Some steps have to stay, and I do not suggest dropping them. I make those steps clearer: what is asked, why, and what to do when something fails. Ask your compliance team which steps are fixed before we start, and I will mark them in the audit.
What if our verification runs on a vendor SDK or a hosted page?
I review what you control: the screens before and after the vendor step, the wording, the error, waiting and rejection states, and the way back into the flow. If a screen belongs to the vendor and cannot be changed, I mark it and list what to ask the vendor to change. If you cannot see what happens inside that step, I tell you which events to track so you can.
How does pricing work?
Contact me for pricing. I scope every project after a short intro call, so you know the price before we begin.
What access do you need?
Usually a walkthrough of your product or staging access, plus analytics if you have them. Nothing more until the audit starts.
Do you sign an NDA?
Yes. Send yours over before we start, or I can share a simple one.
Related
Find out where your users drop off.
Start with a 5-day onboarding audit. You'll get a clear map of what's losing users and what to fix first.
Onboarding & KYC audit
- Flow review and drop-off map
- Prioritized fix list
- 30-minute walkthrough call