KYC Redesign

Redesigning the identity verification flow behind Greece's major banks, from UX audit to launch.

KYC identity verification flow on a laptop and phone, showing the "choose your document" step

problem

Verifying your identity online shouldn't feel like a test. Customers of banks like Alpha Bank and organizations like OPAP were dropping off mid-verification. Screens were dense, instructions were vague, and users couldn't tell what to do next or whether a step had worked.

solution

A guided flow where every screen asks for one thing. I audited the full KYC journey, then redesigned it around clear steps, plain microcopy and strong feedback states, across web and mobile. The redesign has since launched.

In a KYC flow, uncertainty means drop-off.

The verification waiting screen: each document check shows a spinner while a progress bar tracks the 5-minute backend check

Intelli Solutions runs the platform banks use to verify new customers online: OTP, ID document, supporting documents, selfie and video call. Each bank uses a different verification method, and the backend check takes around five minutes, so the interface has to carry the user through the wait.

year

2025–2026

timeframe

6 months

tools

Figma, FigJam

the audit

I audited every screen of the live flow, marking what worked, what didn't, and how urgent each issue was. Findings fell into five themes: missing feedback states, dense layouts, unclear microcopy, a progress bar that didn't match the real steps, and confusing upload and scan options.

the principles

After benchmarking Wise and Onfido, I set four principles: -a predictable, guided journey - less information per screen -short, action-first microcopy -one task per screen. Every design decision was checked against them.

Four UX principles: predictable guided journey, less per screen, short microcopy, one task per screen

KYC user flow diagram showing main steps and edge cases

the flow

I mapped the full user flow, including the edge cases: wrong or expired codes, retakes, switching between upload and scan, and moving from desktop to mobile mid-process. One structure now works for every document type and every bank.

small changes, clearer path

Six progress steps that looked like buttons became five numbered stages. Errors now appear on the field that caused them. Uploading starts with choosing the document, then the method, then both sides, with a clear success state at the end.

Before and after: six button-like progress steps become five numbered stages, errors appear inline, and upload is split into document, method, then upload

the final UI

The launched flow, from code verification to document upload and scan. Every screen has one clear action, plain instructions, and feedback the moment something succeeds or fails.

Final KYC screens on desktop and mobile: code verification, document selection, upload and scan

what I learned & next steps

In regulated products, every word affects trust. Microcopy changes did as much as layout changes.
Designing for stakeholders I couldn't speak to directly taught me to make my reasoning visible, so feedback came back focused.
The client came back for a redesign of their internal Agent Portal, the tool staff use to verify customers during live calls.