Compliance & Conversion: Optimizing KYC for Digit.co
SUMMARY
Moved verification upstream into everyday surfaces, tested multiple patterns, and drove +14% completion with negligible support impact, reducing new feature drop‑off by 13%.
ROLE
Conceptualized and led design of 3 KYC UI variants. Partnered with Product and Support to identify friction points. Measured behavior for new and returning users via Mixpanel
CONTEXT
Digit was an automated personal finance tool designed to help users save and manage money by leveraging algorithms and behavioral science.
When we expanded beyond “Savings as a Service” into regulated financial products like Bill Pay and Retirement Investing, these new features triggered a KYC (Know Your Customer) verification process.
KYC was appended to feature onboarding as a multi-step process, dropping users into a lengthy verification flow before gaining access to the features.
OBJECTIVES & HYPOTHESIS
Our goal was to increase KYC completion rates and improve new-feature onboarding by introducing KYC earlier in the product journey.
Hypothesis: If we surface KYC in natural, low-friction touchpoints (Home & Profile) within the core experience, instead of only at the gate to a new feature, more users will complete verification sooner, unlocking key features without the frustration of a KYC wall.
OUR APPROACH
We introduced KYC prompts in two high-traffic, non-blocking screens: Home and Profile. These touchpoints are part of routine account check-ins making them natural moments to request verification without interrupting active tasks.
By surfacing KYC here, users could complete it on their own time, avoiding surprise friction at a feature gate. We balanced visibility with respect for the first-time experience, ensuring prompts were discoverable without feeling intrusive or coercive.