Our compliance flow was overwhelming and hard to use. Customers were asked to complete multiple sensitive tasks on a single screen, often leading to confusion, mistakes, and mistrust.

The experience was especially problematic for crypto-native users, who tend to be skeptical about sharing personal data. We suspected users weren’t providing accurate information, potentially affecting regulatory compliance.

We validated this through user interviews and manual reviews of submission data—spotting inconsistencies and recurring issues, like users wrongly declaring themselves as politically exposed persons (PEPs).

To address this, we redesigned the experience around clarity and trust:

• Split each question into a dedicated screen to reduce cognitive load

• Added contextual explanations to guide users on why each question matters and how to answer correctly

• Connected users with Customer Support throughout the process to reduce friction and increase reassurance

• Introduced a summary screen at the end, allowing quick edits before submission

  
  

The updated experience also supports future compliance reviews, letting users revisit and confirm their previous answers without starting from scratch.

The project is currently ongoing, with results to be confirmed.