Abhitosh Ghongade

From Field Insights to

Product Solutions

Case StudyDesign of

Mobile Phone Scanner for KYC

Registration

Evaluation Matrix

Work Flow Variations

Key InsightSpeed

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

Key InsightsAccuracy

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 ft4.75’’

1.25 ft

2 ft

3’’

Design BriefMinimize 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

ChallengeInfrastructure

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

Low Fidelity Prototypes

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

Medium Fidelity Prototype

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

Iteration 1

Iteration 2

Iteration 3

High Fidelity Prototypes

Final Prototype

Prototype Testing

Batch Production