I was the designer for the project. I came up with the concept, created wireframes, supported the research, and designed the interface.
BitPesa gets hundreds of registrations everyday resulting to thousands of piled up unverified users that the Compliance Team need to approve manually, that takes so much time, usually months that end to customers complaining or worse, leaving BitPesa. In addition to this, most users haven't completed their verification process or sometimes, hasn't even confirmed their email.
Upon studying the registration flow of BitPesa, I found out that the flow stops after successfully registering and the user ends up in a Thank You page with instructions on how to go further. And even after confirming email and logging in, the dashboard only informs the user on what he needs to do next but doesn't encourage it.
As BitPesa continues to grow, the number of users grow as well, but its current design doesn't accommodate the users well.
I began sketching my ideas fo a whole flow on paper, collaborating with the Product Lead and Compliance Team to make sure all important data and features are captured. The initial solution was to give a continuous flow to the user to lead him to complete his profile.
To understand more about the users, I conducted a survey using the Customer Support's chat system where I asked users about the experience in BitPesa and what can be improved. Although this wasn't very successful, I was able to gather some feedback that helped me to have an insight on what to be improved.
Most users pointed out on how verification takes a long time, I've had one user told me that he's been waiting for 3 months already. This problem might be on the Compliance Team's side, but if the UX was just good when this user signed up, he must've only waited for a couple days.
Step 1 - Register
The fields are very much similar to the current design, but I added an option to select a Personal or Business account. I decided to add this to support the onboarding process later on. I placed the fields on 1 column to have a cleaner and easier to follow display.
Step 2 - Confirm Email
Unlike the current design where the flow stops at this point, I gave the user an option to continue to onboarding so he would have a chance to fill up his profile and get familiar with the platform. This was my solution to prevent discontinued signups and incomplete profiles.
Step 3 - Onboarding
With proper onboarding, the user will be able to complete necessary tasks to use the platform. Since there are many information needed to be captured, especially for Business users, I grouped the fields into categories and put them into a tabbed view. I also put a status indicator and a progress tracker to not only inform the user but also to motivate and give a sense of accomplishment when he finishes the task.
Step 4 - Dashboard
The last step is to lead the user to the dashboard. The current one was empty if you visit the page for the first time and haven't done any transactions yet. I believe Dashboards should be interactive even if it's empty. So with this flow, I've put on elements to have the user something to interact with it.
The Onboarding Tasks List on the upper left informs the user of the undone tasks needs to be done. And on the right side, is the summary of the user's profile. I've put a status indicator as part of the informative design. It also has bar that tells the user if he has reached his limit or not. A feature that the current platform has but not visible, so the users are not aware of.
To get feedback, we demonstrated the prototype with some top users of the platform. We have received good feedback from the users that the flow is much better and easier. Although, unfortunately this design didn't go live as it was replaced by a bigger project.