Electronic Know Your Customer (eKYC) utilizes electronic technology to authenticate the identity of customers. It involves collecting data, such as images and videos of customer portraits, along with identification documents (ID card/CCCD/Passport), and subsequently comparing this information with available databases.

Despite its significance, the conversion rate of the EKYC stream within the VNPT Money application remains notably low, hovering at just 39%. This deficiency directly impacts the acquisition of new customers. Presently, EKYC is somewhat of a black box for VNPT Money, contributing to a lack of information and insights concerning the customer experience flow.

Gaining insights into EKYC has proven challenging for us. To address this, we conducted interviews with 10 individuals, complemented by usability testing, in order to gather the essential information. The following are the main reasons: 

- During the EKYC process, if the customer fails at any step, they will have to do all the steps again from the beginning from taking photos of personal ID to portraits.

- Instructions for use are not intuitive and easy to ignore

- The complicated way of taking photos of the legs, the left and right rotation makes it difficult for customers during the identification process

- The error message is unclear, leaving customers uncertain about the specific step they have made a mistake in

- We realize that customers making one mistake but having to redo all the other steps is one of the worst experiences that can happen.
To solve this problem, we asked to correct the operation. Instead of redoing all the steps, if the customer makes a mistake somewhere, they can redo it there.

- To complete EKYC, customers must go through many different requirements such as capturing enough light, not losing angles,...so instructions play a very important role in completing EKYC. All procedures within the EKYC system incorporate illustrations, which sometimes result in overlooking crucial details. In the updated version, we integrate well-suited step-by-step illustrations along with real-life photos to provide users with easy to understand guide.