KYC improvement with Onfido integration

Opportunity & Context

As our investor platform grew across Southeast Asia, onboarding users quickly and compliantly became a key priority. While Phase 1 of our eKYC flow used Singpass for Singaporean users, it didn’t cover investors from other regions.
More critically, our internal ops team was still spending significant time on manual, face-to-face verifications — checking IDs, selfies, and documents through calls or email. This didn’t scale.
We needed a solution that could automate identity checks, reduce manual ops involvement, and support a broader investor base across markets like Malaysia, Indonesia, and beyond.

Summary

1. Our internal KYC process was high-touch and manual, especially for foreign users.

2. Singpass had no support outside Singapore.

3. We needed a tool that could:
   i. Accurately match faces to IDs
   ii. Detect fraud
   iii. Return verification results quickly

4. The new system also had to integrate smoothly into our existing onboarding flow, without adding friction for users or confusion for the ops team.

Solution & Role

We integrated Onfido to power automated document and face verification across borders.
As the product designer, I was responsible for the end-to-end flow integration, from UX to edge case handling:

1. Seamless Integration with Existing Flow

• Embedded Onfido’s SDK for real-time ID and facial verification

• Designed fallback routes for unsupported countries or failed attempts

2. UI & UX Enhancements

• Added guidance modals to help users take clearer selfies and document photos

• Created UI states for different Onfido responses (e.g. success, suspected fraud, retry)

3. Ops Transparency

• Upgraded internal dashboards to show Onfido verification outcomes, so ops could make decisions without contacting users directly

• Ensured manual override options remained available when needed