Airwallex’s KYC flows were inconsistent across countries, with fragmented content, outdated components, and varying user experiences. This led to confusion for clients, higher drop-off rates, and additional support burden during onboarding.
By reviewing flows across multiple regions, we found that the lack of standardized UX writing and design components caused unnecessary friction. I design improvements in UX writing and design system integration to streamline and standardize KYC across countries. This included rewriting content for clarity, aligning interaction patterns, and ensuring global consistency while allowing for local regulatory nuances.
The standardized KYC experience reduced client confusion and improved completion rates. Enabling Airwallex design team to roll out KYC updates more efficiently across markets .
