Getting people ready for their Video KYC call
New HDFC Bank customers kept failing Video KYC because they joined unprepared. I redesigned the steps before the call, so they're ready when it starts.
one thing per screen
01what to expect
Overview
The last step before an account goes live
Video KYC checks who you are over a live call. Most failed calls had nothing to do with identity.
62%of customers dropped off before finishing, because they came in unprepared.
IDfy behavioural analysis
IDfy behavioural analysis
The product
One decision per screen
A short check before the call, so it doesn't fail halfway. Pick a step, or let it play.
1
The problem
The problem, in one sentence
New HDFC Bank customerswho are joining a live Video KYC call to activate their account.the moment
They arrive without their PAN card or a blank sheet to sign on,what goes wrong
so the call ends and they have to start all over again.what it costs them
They need to know they’re ready before the call begins.what they need
Why calls fail
One missing item ends the call.
untick one and see what happens
Video KYC call #10 failed so far
HDFC Bank agent
Hi! Please hold up your original PAN card, then sign on a blank sheet.
Call ended
Verified
Verified in one go. The account moves to activation.
Before the call4 of 4 packed
The old screen
It told people what to bring. It never checked.
1
Key decisions
I pushed back on the fix I was handed.
IDfy's three screens were easier to read, but people could still start unprepared.
Before: read this
Keep your PAN card handy
Keep a blank sheet and pen
Sit in a well-lit place
still just readingAfter: confirm this
✓Original PAN card
✓Blank paper and a pen
✓Good light and network
Confirm each item
My direction
Replace instructions with a guided readiness check.1
Build on the vendor's version
Keep IDfy's structure, add a check at each step.
2
One item per screen
A full checklist felt like a compliance form. One at a time kept the check, not the form.
3
A way to pause
“Don't have it now” lets people come back while their link is still valid.
Explorations
From reading, to proving, to something in between
Exploration 1: Progressive flow
Not chosenSmaller chunks, same problem.
Verdict: Information isn’t readiness.
Exploration 2: Readiness checklist
Not chosenMore visible, but more effort.
Verdict: Checking helps. Too much friction doesn’t.
Final direction: Guided readiness
ChosenOne requirement at a time.
Verdict: Make readiness part of the flow.
What's next
Passed review. The live funnel is next.
First-attempt completionMore customers finishing in one go?
Failed callsFewer calls failing on a missing item?
Pre-call abandonmentFewer people dropping off before starting?
Return rateDo people who pause come back?
Good onboarding doesn't assume people are ready. It helps them get ready.See the full deck in Figma ↗