The problems encountered with the current registration process apart of some basic issues
were that user have to fill in information that maybe is not necessary on the account creation, for
example "Further information" section looks like marketing information that is resting time of
the users that he maybe don't have at the moment. After the user have to fill personal details,
address and further information land on the dashboard where is asked to verify their account,
provide the documents and have to wait until the documents are being approved to use CurrencyFair
and complete their goal which could be send money and other tasks.
At this stage the user is practically blocked, he can't do anything until the documents are approved and there is no real estimation of the approval time.
My personal experience with Currency Fair is that I tried months ago to use the product and until now I'm still waiting for the documents to be approved or at least a response that the documents are not suitable.
A very quick research was done on my office place, asking some people who send money to another countries what is the product they use and why. Most of the people answered that they are worry about the fees, time of transference, security among others. I show to some of them the registration process of CurrencyFair and some people aren't willing to provide any documents if they don't know the product, also there are another option that documents are not required for small transaction amount. Another quick research was done for the competitors, TransferWize, Azimo, MoneyGram, Western Union to check how is the onboarding process. Transferwize and Azimo have one of the best onboarding process because introduce the user directly to their goal which is to send money. If the user wants to send more than €1000 then a verification in required. People usually don't want to wait so many days for a verification and they can find a solution in another product meanwhile.
I started to make questions using "How Might We" approach to think on the problem from different perspectives.
Finally I came with the approach to just present to the user the option to enter
their email, password.
Personal details, Address and Further information will be presented but can be skipped and filled in another moment. User will need personal details and address to be able to send money. This information will be saved for future transactions. Once the user land on the dashboard will have the possibility to verify his account or to do it in another moment but with a limited time, after that user can't make transactions. Bellow this option is the option to start with the journey to send money, the first thing user is going to do is introduce the money to be sent, after this have to do 4 more steps: Enter amount, Your details, Receiver information, Summary, Payment method .
Sketches on paper exploring some ideas and making notes were done.
User flow proposal.
Proposal for verification flow in time
To create the designs I used Sketch, Bohemian coding tool.
Invision has a new feature which is an integration with the user testing product, but the point is that It doesn’t matter the way you do the test but is important to do it on the ideation process to validate solutions with users.
Further user test have to be done to check if the solution is working as intended.
Verification flow were almost covered on this proposal because from my point of view Registration and the beginning of the verification
process can be associated.
If the user complete personal details and address on the registration process and is e-verified, there is no need
to ask people to manually upload their documents at leasts a business requirement.
People generally is not willing to provide those documents if they don’t get any from the product, that is the reason of why I consider is better to engage the user with the product and then ask for all those documents.
Another good approach is the one used by a competitor which is TransferWize were they straight away give the opportunity to the user to complete their goal and ask for personal details, address on the “send money” flow, in this way can be less painful for the user because they know if they complete those information it will worth because they can complete their tasks so they getting a reward, something that at the moment is not happening on Currency Fair where the user have to fill in information that is not useful for them at first instance.