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Case 13

Credit Card Issuer App / Web — Multi-country KYC

Designed a credit card application experience with multi-country KYC verification including utility bill proof, ID proof, liveness verification, and passport scan, across both app and web.

Credit CardKYCLiveness VerificationPassport ScanIdentity UXMulti-countryFintech
Outcome highlights
  • A structured multi-step KYC flow that adapted to different country requirements
  • Clearer coaching reduced re-submission rates on liveness and document scans
  • Consistent app and web verification experience with platform-appropriate adjustments
Product type
Credit card application & KYC verification
Platform
Native App, Web
Timeline
2023–2024 · multi-phase app and web delivery
Role
UX flow, UI design, verification flow design
Team
Designer, PM, compliance team, mobile + web engineers
Tools
Figma, FigJam
Context

Why this project existed

A credit card issuer product requiring users to complete a multi-country KYC process as part of the card application. Verification steps included utility bill proof, government ID, liveness check, and passport scan — each with their own edge cases, failure states, and re-submission flows.
My role

What I owned

  • Fintech UX
  • KYC Verification Flow Design
  • Liveness Verification UX
  • Document Upload Flow
  • Multi-country Requirement Mapping
  • App + Web Consistency
Challenge

What made it hard

  • Different countries require different combinations of documents — the flow had to adapt without overwhelming users
  • Liveness verification is unfamiliar to many users — the UI had to coach clearly without being patronising
  • Passport and ID scan quality requirements created frequent failure states that needed actionable recovery paths
  • Keeping the app and web experiences consistent while respecting platform conventions
  • Balancing compliance rigor with a smooth, trustworthy user experience
Process

How it came together

  1. 1Mapped verification requirements by country and document type
  2. 2Designed step-by-step KYC flows for both app and web
  3. 3Designed liveness check coaching screens and failure/retry states
  4. 4Designed document scan guidance and quality-check feedback UI
  5. 5Designed pending / under review / approved / rejected status flows
  6. 6Iterated with engineering on real device constraints for camera-based verification
Design decisions

The thinking behind it

Prioritized coaching over instruction — at every verification step, the UI showed what good looks like (correct document angle, lighting, liveness position) rather than only listing requirements.
Final design

Selected views

Abstract representations — original mockups, not client screenshots.

Outcome / impact

What changed

  • A structured multi-step KYC flow that adapted to different country requirements
  • Clearer coaching reduced re-submission rates on liveness and document scans
  • Consistent app and web verification experience with platform-appropriate adjustments
Reflection

What I took away

Verification UX is trust design — every unclear step, every unexplained rejection is a moment where users question whether to continue. Getting the coaching right matters as much as the UI.
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