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Designing for Adoption & Scale
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.
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Designing for Adoption & Scale
- 1. From Field Insightsto Product Solutions Abhitosh Ghongade
- 2. Case Study Designof Mobile Phone Scanner for KYC Registration
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- 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 Minimizehand 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
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- 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
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- 10. Validation Workshop CSPspreferred 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
- 11. Iteration 1 Iteration2 Iteration 3 High Fidelity Prototypes
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