eKYC Dashboard & AML Solution

Client Duke Fortuity

Location Singapore

Type eKYC Compliance

Role UX Design

Timescale 2 months

What We’ve Done

1. Analyzed the eKYC and compliance landscape to identify key industry requirements and user pain points.

2. Created detailed personas representing compliance officers, risk analysts, and other stakeholders to align with their needs.

3. Mapped detailed user journeys for key features, such as instaScan, watchlist management, and CDD workflows.

4. Structured the platform into intuitive categories, including a dashboard, CDD tools, restricted lists, and help center for seamless navigation.

5. Added critical functionalities such as timeline tracking, color-coded statuses, and a dynamic dashboard for centralized insights.

6. Conducted testing with pilot users, gathered feedback, and iterated to address issues like navigation clarity and feature accessibility.

7. Used strategic placements of icons, alerts, and charts to help users quickly understand and act on data.

Creative Process

Stakeholder Interviews and Insight Gathering

We conducted in-depth interviews with key stakeholders to align the platform’s objectives with user needs and market expectations. Stakeholders emphasized the importance of multi-device accessibility, streamlined workflows, and tools like instaScan and watchlists. These insights formed the foundation for designing an intuitive, compliance-driven platform. User pain points like complexity in regulatory tasks and the need for comprehensive dashboards shaped our focus areas. These interviews enabled us to craft a solution that balanced functionality with ease of use.

Competitive Analysis

Our analysis compared Duke Fortuity against leading eKYC and compliance platforms, highlighting gaps in usability and mobile accessibility. Competitors often lacked cohesive dashboards and multi-feature integration. Duke Fortuity’s unique offerings, such as tailored restricted lists and real-time scanning, stood out as competitive advantages. The analysis provided actionable insights to refine the design, ensuring the platform catered to user demands for efficiency, accuracy, and clarity across compliance processes.

Key Observations

– Pricing Issues: Competitors with unclear or high pricing create an opportunity for Duke Fortuity to build trust with transparent plans.
– Accessibility Focus: Multi-language and mobile-friendly designs are increasingly valued but inconsistently implemented.
– Enhanced Usability: Competitor tools struggle with cluttered UIs or over-complex workflows, a gap Duke Fortuity can address.
– Real-Time Tools: Offering real-time analytics and scalable solutions can differentiate Duke Fortuity further.

User Journey Mapping

We mapped user journeys for core features, analyzing workflows like restricted list management, CDD processes, and subscription handling. Pain points like disjointed navigation and task redundancy were addressed with a seamless, centralized dashboard and intuitive tab-based layouts. Each journey focused on reducing cognitive load while enabling faster task completion. This exercise ensured a user-centric approach that resonated with the diverse audience and operational requirements.

This enhanced User Journey Map now incorporates emotional touchpoints for each persona, highlighting their feelings at every stage of their interaction with the platform. This emotional awareness will guide future design iterations and prioritize user experience improvements.

High-Fidelity Prototyping and Usability Testing

We developed high-fidelity prototypes to validate design solutions with real users. Iterative testing revealed areas for improvement, such as button placements and feature visibility. Feedback was incorporated to enhance usability, ensuring all core features were easily discoverable and operable across devices. Testing confirmed that the platform met user expectations and business goals, reducing errors and improving task efficiency.

Insights

Strengths: The Dashboard Navigation, Watchlist Management, and Help Centre/Contact Us features performed well, with the majority of users rating these tasks as easy to perform (ratings of 3).

Areas for Improvement: InstaScan, Restricted List Management, and CDD Tool received more mixed results, with users encountering some struggles, particularly in understanding or navigating these features.

Recommendations: Improving the InstaScan and CDD Tool features by simplifying the interface and adding clearer tooltips or step-by-step guides could enhance user experience. Simplifying Restricted List Management with more intuitive interaction elements would also benefit usability.

Results

Conclusion

Exemplifies how a research-driven UX approach can transform a complex compliance platform into an intuitive user experience. The platform aligns with user needs and business goals, setting a benchmark for innovation in eKYC and compliance services.

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