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Journey Design End-to-end onboarding journey mapped for each customer segment and product Drop-off points identified through funnel analytics User research conducted with target customers — pain points documented Onboarding journey benchmarked against best-in-class competitors Mobile-first design validated — majority of customers onboard via mobile Accessibility requirements met — WCAG 2.1 AA as minimum standard Onboarding journey tested with real users before launch
Identity Verification Digital identity verification solution selected and integrated Liveness detection implemented to prevent spoofing Document verification covers all accepted ID types in target markets Biometric matching accuracy meets internal and regulatory thresholds Manual review fallback process in place for failed automated checks Identity verification completion rate monitored and optimised Regulatory compliance of identity verification approach confirmed
KYC & AML Controls Customer risk scoring model configured and validated Sanctions and PEP screening integrated into the onboarding flow Adverse media screening configured for higher-risk customers Enhanced due diligence (EDD) process defined for high-risk customers KYC refresh triggers defined — periodic review and event-driven Beneficial ownership capture process in place for business customers AML transaction monitoring rules configured for new accounts
Data Capture & Pre-Fill Data capture minimised — only fields required for the product and regulatory purposes Open banking integration used to pre-fill income and account data where permitted Government data sources used to pre-fill address and identity data where available Form fields validated in real time — errors surfaced immediately Progress saved automatically — customers can resume incomplete applications Mobile keyboard types optimised for each field (numeric, email, etc.)
Decision & Activation Automated decisioning covers the majority of applications without manual review Decision time meets customer expectations — ideally under 60 seconds Decline reasons are communicated clearly and comply with regulatory requirements Refer-to-manual queue is managed with defined SLAs Account activation is instant for approved customers Welcome communication sent immediately upon activation First-use prompts guide new customers to key product features
Measurement & Optimisation Onboarding funnel metrics tracked: start rate, completion rate, approval rate, activation rate A/B testing programme in place for onboarding journey optimisation Customer satisfaction score collected immediately after onboarding Abandonment reasons captured — exit surveys or session replay analysis Monthly review of onboarding metrics by product and channel Benchmark against industry data — completion rates, time-to-onboard