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Page no. 02
Vol. 01
Fi tackles a crucial onboarding gap with VKYC redesign
A smart checklist and new UI design now make Full KYC smoother and more successful
LOCATION
Bengaluru, Karnataka
AUTHOR
Shubhank Sharma
DATE
4th February, 2025
Bengaluru, Karnataka – Fi, the Indian fintech app known for simplifying finance, has turned its attention to an often-overlooked but critical step in user onboarding: the VKYC verification.
Once users open a Savings Account, they land on the home screen—but as a Min KYC user, their access is limited. To unlock full features, users must complete a Video KYC with a bank representative. However, the old VKYC journey had major drop-offs. Users were unsure of requirements, ill-prepared for the call, and frequently got rejected—resulting in a poor upgrade experience and a spike in customer support queries.
What was the problem Statement?
"How do they help users complete VKYC successfully—and guide them with clarity, not complexity?"
A checklist-first experience
To fix this, Fi introduced a revamped flow that acts more like a step-by-step guide than a static process:
PAN Method Selection
Users confirm if they have their PAN or ePAN ready—ensuring smoother verification.
Information Confirmation
They review/edit key submitted details like employment type, income, and address—so there are no mismatches during the VKYC call.
Surrounding Checks
A final checklist ensures users are in a quiet, well-lit room and alone before proceeding.
Only after these checks are completed and validated by the system, the user is routed to the call—making the process proactive rather than reactive.
The solution?
What changed in the new UI?
From mid-March to April, the team rolled out an experimental UI (built in Figma) that reimagined these pre-call steps:
Comparison-style Benefit Screen: Replacing card-style highlights with a Before vs After format helped users better visualize what they’re missing—raising the first-screen CTR from by 9%.
Structured UX flow: Each step now clearly explains its purpose, reducing drop-offs and confusion.
This helped user understand every aspect of their investment performance, while at the same time helped the company in building a product which brings good retention.
This was not just about building a fresh version of the analyser but also building something out of a product that already exists and making it more of an engaging product for the user, to which they can come back and keep engaging. Building to make the user understand more about investment and help them grow their wealth more.
RESULT
NEW VKYC
Users are more confident and better prepared. Rejections dropped. CX calls reduced. The journey now feels like a guided upgrade, not a bureaucratic hurdle.
The new VKYC screens are being rolled out to all users, including those in the SG flow and pre–SA creation.
Fi’s team is also working on:
Optimising funnel steps to increase App-to-Agent call connection rate
Experimenting with preview flows for documents
Bringing smart nudges to assist users across entry points
The goal? A VKYC journey that feels just as modern and seamless as the rest of the Fi experience.
What's next?