Made the boring easy

We redesigned Addi’s identity verification (IDV) process by bringing it into the mobile app with a clear, guided experience. With improvements like enhanced camera handling, retry flows, and real-time human support via video calls, we made a frustrating process intuitive, boosting ID verification completions by 20% and directly impacting Weekly Active Users.

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The Challenge

The web-only IDV flow caused drop-offs due to poor UX, device issues, and lack of support. We needed to bring it into the app to improve reach, usability, and activation rates.

The Approach

We rebuilt the IDV flow in-app with guided steps, better error handling, and camera fallback options. For edge cases, we added a video call alternative with human assistance.

Introduced fallback options for users with camera issues.

What We Measured

Success was tracked via a 10% WAU uplift goal, 20% collection rate increase, and a guardrail to keep flows under 5 minutes. These metrics helped us balance speed, accuracy, and usability.

Outcomes

Verification completions grew by 20%, while abandonment dropped 15% within 8 weeks. Assisted calls and better retries enabled more users to finish verification and become Addi customers.

IDV Completion

+20%

Abandonment

-15%

Identity verification.

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