Redesigning a customer identity verification portal to increase finance operators’ task completion rates,helping businesses verify faster and reduce costs.
A redesign of the successful first product was essential to meet new compliance regulations and evolving industry standards, while a smoother and faster verification experience was needed amid increasing fraud threats.
Limited scalability → The existing Quasar structure restricted certain UI revisions, making it difficult to adapt to evolving business needs.
Outdated UI & missing features → Reducing competitiveness and client acquisition.
Inefficient document processing → Slowing task completion times for operators.
Growing demand for AI tools → Requiring backend and UI enhancements for seamless integration.
Compliance with evolving KYC regulations → Mandating structural updates.
Complex customer navigation → Verification workflows needed optimization for efficiency.
I reviewed the first user flow submission, pinpointing task bottlenecks where customer requests were most concentrated.
I collaborated with customer support & sales teams to extract repeated complaints, identifying patterns in user struggles.
A structured UI/UX audit revealed usability issues impacting efficiency. I documented these findings and presented them to stakeholders.
Power of Collaboration
How I Used Sketches, Wireframes, and Rapid Prototypes to Streamline Collaboration and Drive Feedback-Based Decisions, Working Closely with Dev Teams and Stakeholders During Iterations
Power of Collaboration
After multiple iterative cycles—validating decisions and refining versions—I delivered the first redesign: a modern, sleek UI that incorporated the new company branding and improved user interactions.
The biggest challenge of the process was aligning diverse stakeholder needs and ongoing feature requests.
I emphasized validating the first improvements before adding new features, and we decided to launch a beta version for testing and feedback before the official release.
While the beta version successfully addressed core UX/UI issues—improving accessibility, legibility, and workflow efficiency—user feedback revealed critical pain points that weren’t initially apparent.
Feature creep → The addition of too many new functions and AI features overwhelmed users, creating cognitive overload.
Usability gaps → Relying on business goals heavily led to usability gaps, as users struggled to adapt to new features
Misaligned assumptions → Business-driven decisions didn’t fully align with real user needs.
Stagnant Verification Rates: Verification rates remained stuck at 70-76%, indicating unresolved usability issues.
Based on data from the beta launch, we pivoted our strategy to prioritize user-driven insights.
I conducted direct observational studies with two compliance officers. By observing them using the product in their daily workflows, I gained firsthand insights into their operational needs.
Problem-solving
I translated all the data and discoveries into actionable design solutions. These final UX/UI updates addressed every remaining challenge, delivering a seamless and efficient experience tailored to real user needs.
Document Filtering: Shifted from a cluttered list to an intuitive multi-select search.
Date Filtering: Introduced flexible range selection with predefined shortcuts.
Profile Navigation: Reduced cognitive load by introducing a secondary sidebar for quick access.
Verification Steps: Implemented a Levels System for clearer AI classification.
Faster Onboarding: Allowed operators to send verification links upfront, filling in details later.
Final Impact
