TrustChange · Product ownership · KYC onboarding
KYC onboarding that could pause and resume
New compliance requirements meant that every customer needed verification. The challenge was to support both individual and business customers without assuming that everyone could complete onboarding in one sitting.
I led the process design with Compliance and Engineering, including the external provider, progress handling and customer guidance.
For business customers, an assistant could prepare the documents while the director completed personal verification later. The process needed to preserve progress between those steps.
A staged onboarding flow with separate B2C and B2B requirements, preserved progress and clear next steps.
One onboarding process. More than one person.
Company preparation and personal verification do not always happen in the same session.
Company assistant
Prepare the company documents
An assistant can begin the business onboarding and prepare the required information before the director is available.
The document requirements were defined with Compliance.
The product decision: support the hand-off without losing progress.
