The document describes research into designing a mobile phone scanner to simplify KYC registration processes. It identifies challenges with the current process such as unclear photos due to lighting or document quality. User research found that registration took 1-3 minutes but accuracy was low. The design brief calls for a scanner that minimizes hand movements, provides even lighting, and easily fits different IDs. Low-fidelity prototypes were tested and refinements identified, like adjustable height and a detachable signature capture area. An open, portable, foldable design was preferred. Further iterations incorporated this feedback and high-fidelity prototypes were created and tested.
4. Work Flow Variations
Key Insight
Speed
The time taken for KYC
registration ranged from 1 to
3 minutes, despite the
variations in the work flow
and hand motions
Hand Motion Variations
5. Key Insights
Accuracy
CSPs were unable to take
clear customer
photographs due to
unsuitable lighting
conditions in many outlets
Customer signatures were
taken on varying surfaces
leading to unclear
photographs
CSPs did not accept bigger
ID documents, such as
company recognition
letter, as they are tedious
to accurately photograph.
1.5 ft
4.75’’
1.25 ft
2 ft
3’’
6. Design Brief
Minimize hand movements
Compatibility with
different mobile devices
Even lighting to capture
clear images
Easy alignment of all
accepted IDs
Surface to receive clear
customer signatures
Convenient and consistent
customer photography
Information display for
promotion
Failure Case
Scenario
Impact
Information
Challenge
Infrastructure
Challenge
Skill &
Attitude
Challenge
Technological
Challenges
Artefact Related
Challenges
Design Consequences
Functionality /
Feature
Form
KYC registrations
fails due to unclear
customer photo ID
or address proof
KYC registration
process has to be
repeated.
Customers are
reluctant to go
through the KYC
registration
process again
Retail environments
are small and
constricted by
furniture because of
which the CSP cannot
move to a position for
optimal photography
CSPs are not
trained to capture
clear images
The application does
not turn on auto
flash for capturing
image
The contrast of the
photographs in the
Voter ID is not even
resulting in unclear
images
Even lighting - reduce
excess lighting or
increase low lighting
Small and modular
Enclosed space to
avoid excess
natural / artificial
lighting
CSPs find it tedious
to scan bigger
documents for e.g.
electricity bill
CSPs decline the
document even if
the device is
capable of
capturing clear
image
CSPs don't know
the list of
documents
acceptable
CSPs find the mobile
phone screen is too
small to check
whether the
document image is
clear
Easy center alignment
and defined space for
all type of acceptable
documents
8. On Field User
Validation
Vertical height adjustment
of mobile plate is
necessary for compatibility
with different mobile
phones
Documents should fit
firmly to the product
Product should hold mobile
phone securely and allow
documents to be oriented
relative to the device
Open form of product was
preferred to the box type
Product should be portable
and foldable
10. Validation
Workshop
CSPs preferred single
document plate over
multiple plates of different
sizes
CSPs liked the erasable
signature card, but
preferred a detachable
signature card
In the folded position, CSPs
inclined the mobile plate to
view the screen and used
back of the pillar for
keyboard
CSPs also gave inputs
around visual design,
branding and desirable cost