Faster and easier KYC
UX/UI DESIGN
HERO GAMING
2021
Hero Gaming is a mid-sized online casino operator with products in several markets. This project was a collaboration between me and the Risk, Payments and Fraud department at Hero Gaming.
In the online gambling industry, there are strict legal requirements to counter fraud and money laundering. For the casino, this could mean extensive manual labor requesting, handling and verifying documentation of player identity and place of residence. For players, this could mean long waiting times and a lack of feedback about verification progress.
Adding automation
To improve and automate the verification process, a third-party tool was integrated into the casino. To verify their identity, players need to upload photographs of their passport or ID card. For address verification, a utility bill or bank statement is required. In theory, verification should be instantaneous.
In its default configuration, the tool requires both documents to be uploaded, and verified, in one go. People usually have a passport or ID card readily available as these are commonly used documents. However, utility bills or bank statements often need to be located (in that familiar paper pile) or sourced online. This creates a hurdle for players and often results in them leaving the product.
Updated flow with separate branches for uploading identity and address verification documents. Extended Due Diligence flow at the bottom is used for manual requests from support agents.
To decrease drop-offs and increase success rates, the tool was modified to allow for separate document verification. Rather than failing and being forced to restart the process, players could partly succeed by verifying their identity first and continuing with their address later. This approach created a sense of accomplishment and investment in the task, motivating them to complete the verification process.
Easy and flexible
Displaying each document and verification type on separate cards allows users to easily see which documents are verified, pending or requested. Furthermore, it allows the UI to be adapted to various markets, legal requirements and products by adding or removing cards, while still providing the same user experience.
Challenges
The main challenge in this project was to adapt and integrate a third-party tool while maintaining acceptable UI consistency and providing a positive user experience. To accomplish this, the project required analysis of the tool and casino products in several markets. It also demanded several iterations of information architecture, user flows, wireframes, microcopy, UI design and constant collaboration with stakeholders, frontend and backend developers.
Several iterations of wireframes for product-side and third-party tool were developed to align all stakeholders.
The result
The new verification tool saved hundreds of hours for customer support agents, significantly increased customer satisfaction, and shortened processing times from days to minutes. This resulted in players staying at the casino rather than moving on to a competitor’s product.