Building GoTo KYC to Unify User Experience and Streamline Budget and Internal Processes Across Tokopedia & Gojek
Building GoTo KYC to Unify User Experience and Streamline Budget and Internal Processes Across Tokopedia & Gojek
After the merger of Tokopedia and Gojek into GoTo, redundant KYC (Know Your Customer) processes created friction and inefficiencies across the ecosystem. Each platform had its own standards, flows, and engineering efforts. I helped design a unified KYC experience that was seamless, secure, and adaptable across both apps.
The experience needed a systemic overhaul: unified, intelligent, and built to adapt across platforms, products, and policies.
After the merger of Tokopedia and Gojek into GoTo, redundant KYC (Know Your Customer) processes created friction and inefficiencies across the ecosystem. Each platform had its own standards, flows, and engineering efforts. I helped design a unified KYC experience that was seamless, secure, and adaptable across both apps.
The experience needed a systemic overhaul: unified, intelligent, and built to adapt across platforms, products, and policies.
COMPANY
GoTo
ROLE
Product Designer
SCOPE
UI Design, UX Design, Design System
PERIOD
Q3 2022 – Q2 2023
COMPANY
GoTo
ROLE
Product Designer
SCOPE
UI Design, UX Design, Design System
PERIOD
Q3 2022 – Q2 2023
Disclaimer: This is a high-level project overview. For the full case study or more details, feel free to reach out at olehabib98@gmail.com.
Disclaimer: This is a high-level project overview. For the full case study or more details, feel free to reach out at olehabib98@gmail.com.
Key Challenges
Key Challenges
The fragmented KYC experience was inefficient for users and costly for the company. Unifying it required solving challenges across product, tech, and regulation.
The fragmented KYC experience was inefficient for users and costly for the company. Unifying it required solving challenges across product, tech, and regulation.
01
01
How can we simplify identity verification into a single, fast experience across brands without repeating steps for users?
How can we simplify identity verification into a single, fast experience across brands without repeating steps for users?
02
02
How can we build a flexible system that meets multiple regulatory standards while staying easy to maintain?
How can we build a flexible system that meets multiple regulatory standards while staying easy to maintain?
03
03
How can we align design, tech, and infrastructure between two large teams to deliver one unified solution?
How can we align design, tech, and infrastructure between two large teams to deliver one unified solution?
Design Process
Design Process
01
Align on brief from GoTo Holding
01
Align on brief from GoTo Holding
02
Conduct joint discovery across Tokopedia & Gojek
03
Audit current KYC workflows and tech capabilities
04
Map similarities, differences, and key constraints
05
Align on scope and success criteria across teams
06
Co-ideate through workshops and brainstorming
07
Design core flows, interactions, and interface
08
Align UX patterns, IA, and build flexible SDK
09
Validate with usability testing and management review
02
Conduct joint discovery across Tokopedia & Gojek
03
Audit current KYC workflows and tech capabilities
04
Map similarities, differences, and key constraints
05
Align on scope and success criteria across teams
06
Co-ideate through workshops and brainstorming
07
Design core flows, interactions, and interface
08
Align UX patterns, IA, and build flexible SDK
09
Validate with usability testing and management review
10
Finalize designs, support QA, and launch
10
Finalize designs, support QA, and launch
Key strategy
Key strategy
Building a unified identity framework that integrates complex systems with a user-centric, secure, and scalable approach—delivering consistent cross-brand experiences and enabling sustainable growth aligned with GoTo’s long-term vision.
Building a unified identity framework that integrates complex systems with a user-centric, secure, and scalable approach—delivering consistent cross-brand experiences and enabling sustainable growth aligned with GoTo’s long-term vision.
Key Solutions
Key Solutions
01
01
One Core System
A single verification system compatible with 5 different regulatory standards and internal KYC systems (Tokopedia, GoPay, Jago, Findaya, and cKYC).
A single verification system compatible with 5 different regulatory standards and internal KYC systems (Tokopedia, GoPay, Jago, Findaya, and cKYC).
02
02
Focused & Mindful Design
Removed unnecessary steps and information to help users complete verification efficiently, while providing just enough context and feedback to build trust and keep them informed.
Removed unnecessary steps and information to help users complete verification efficiently, while providing just enough context and feedback to build trust and keep them informed.
03
03
Security with Empathy
Incorporated additional authentication steps when handling sensitive data or financial actions—like e-wallet access—while using clear information and engaging illustrations to make users feel safe and confident without causing intimidation or friction.
Incorporated additional authentication steps when handling sensitive data or financial actions—like e-wallet access—while using clear information and engaging illustrations to make users feel safe and confident without causing intimidation or friction.
04
04
Progressive & Non-Progressive Flows
Progressive: Users with prior KYC on GoPay only needed to confirm and authenticate, with instant verification.
Non-Progressive: New users guided through smart photo capture (KTP & selfie), with automatic guidance and fallback options.
Progressive: Users with prior KYC on GoPay only needed to confirm and authenticate, with instant verification.
Non-Progressive: New users guided through smart photo capture (KTP & selfie), with automatic guidance and fallback options.
05
05
Modular Design Library
Developed a shared, flexible design library with a consistent flow structure that supports customizable styles—allowing both Tokopedia and Gojek to maintain their unique brand identities while delivering a unified user experience.
Developed a shared, flexible design library with a consistent flow structure that supports customizable styles—allowing both Tokopedia and Gojek to maintain their unique brand identities while delivering a unified user experience.
06
06
Unified Illustration
Collaborated closely with Tokopedia and Gojek illustrators to create a cohesive set of visuals that reflect the shared GoTo ecosystem, enhancing user familiarity and reinforcing the connection between brands throughout the KYC journey.
Collaborated closely with Tokopedia and Gojek illustrators to create a cohesive set of visuals that reflect the shared GoTo ecosystem, enhancing user familiarity and reinforcing the connection between brands throughout the KYC journey.
Progressive flows
Progressive flows
Users with prior KYC on GoPay only needed to confirm and authenticate, with instant verification.
Users with prior KYC on GoPay only needed to confirm and authenticate, with instant verification.
01 Onboarding buttomsheet
02 Date of birth authentication
03 Success page
04 All benefits of verification
01 Onboarding buttomsheet
02 ID Card verification
03 Taking picture quick guide
04 Face picture verification
05 Review and send document
06 Review details
07 Pending and success pages
08 Another illustrations (Credit to Illustrators)
Non-Progressive flows
Non-Progressive flows
New users guided through smart photo capture (KTP & selfie), with automatic guidance and fallback options.
New users guided through smart photo capture (KTP & selfie), with automatic guidance and fallback options.
01 Onboarding buttomsheet
02 ID Card verification
03 Taking picture quick guide
04 Face picture verification
05 Review and send document
06 Review details
07 Pending and success pages
08 Another illustrations (Credit to Illustrators)
01 Onboarding buttomsheet
02 Date of birth authentication
03 Success page
04 All benefits of verification
Outcome Highlights
Outcome Highlights
Standardization
Standardization
1 unified system replaced 5 separate KYC flows across GoTo, aligning verification standards and compliance in a single architecture.
1 unified system replaced 5 separate KYC flows across GoTo, aligning verification standards and compliance in a single architecture.
Efficiency Gains
Efficiency Gains
The project reduced duplicated engineering and design resources across teams, enabling faster feature development and maintenance.
The project reduced duplicated engineering and design resources across teams, enabling faster feature development and maintenance.
Faster Verification
Faster Verification
The progressive flow significantly cut down user effort and time, estimated to reduce completion times by more than half for returning users.
The progressive flow significantly cut down user effort and time, estimated to reduce completion times by more than half for returning users.
Improved UX & Trust
Improved UX & Trust
Usability tests showed strong understanding and satisfaction. Users appreciated the clarity, speed, and visual alignment between apps.
Usability tests showed strong understanding and satisfaction. Users appreciated the clarity, speed, and visual alignment between apps.
Collaborator
Collaborator
Product Designer (Farrah / Ivan: thinking partner)
Product Manager (Glenn, Annisa)
UX Writer (Asterifani)
Illustrator (Ryan, Kiky)
Engineering Team
Tokopedia & Gojek Management
Gojek Team (Designer, Writer, Product, Engineering)
Product Designer (Farrah / Ivan: thinking partner)
Product Manager (Glenn, Annisa)
UX Writer (Asterifani)
Illustrator (Ryan, Kiky)
Engineering Team
Tokopedia & Gojek Management
Gojek Team (Designer, Writer, Product, Engineering)
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