What is digital onboarding? It is a key process to register and identify an individual remotely, safely and automatically. And if we add biometric technology, the result is almost equivalent to a face-to-face process, but unattended and infinitely scalable.
It is mainly used in the financial world, for opening accounts, but also in the educational, health, human resources, insurance, legal, entertainment and other sectors.
Many interpret “onboarding” as a simple sequence of steps in which a large amount of information is requested from the individual, and it is implemented using a “mega” web form.
As providers of onboarding solutions, we want to share some challenges and tips for you to take into account when carrying out a project of this type:
- Recognize that digital onboarding is a complex process, and like any process, it must consider alternative paths that the user can follow. There is the "happy path" that is quickly defined, and then "alternative paths", rarely defined based on realistic situations.
- Consider the need for reinsertion of the individual into the process. Not everyone can complete it successfully in a continuum of time, in a single attempt, either because documentation is requested that the user does not have at hand at that time, or because an uncontrolled error occurs. Precise messages and clear instructions.
- Help in real time. If we are looking for a model that is scalable, help is crucial so that the user can complete the process.
- User experience. Understand and analyze the real flow that customers follow, according to their demographic profile, trying to understand what the true experience of that user is and the reason why they fall by the wayside.
- Build these processes based on incremental iterative models, with a progressive output, allowing them to be adjusted and corrected in almost real time.
Incorporating digital onboarding results in great benefits, from its scalability to reducing identification times, avoiding economic fraud and minimizing cybercrime.
The challenge is to achieve a friendly and simple process, such that users can complete it. For this, it is necessary to know how to find the correct balance between the compliance standards, regulations and regulations that each business must comply with, with a user experience that makes it attractive.
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