KYC Simplification

For a business, a verified player is a user who is ready to build a long-term relationship with the product. Such players return more often, make more deposits and, as a result, have a higher LTV.

For the player, verification is often a frustrating process that can be a barrier to continuing to play. Therefore, it is important to make this step as simple and straightforward as possible.

Hypothesis

We decided to test whether simplifying access to verification would have an impact on the number of users who successfully completed KYC.

Hypothesis:

A separate verification widget in the menu will increase the percentage of verified players among new users and reduce the average KYC completion time.

‍ MVP implementation

As part of the MVP, we added a verification widget to the main menu. It had several statuses:

• The player didn't send in the paperwork;
• Papers pending;
• The paperwork has been approved;
• The papers have been rejected.

When clicking on the widget, the player was taken to the verification section where they could submit documents or see the current status.

After successful verification, the widget minimized to a menu item with a green check mark and the words “Verified”.

Experiment and results

We did a split test:

• Control group (50%) - didn't see the widget after registering;
• Test group (50%) - saw the widget right after registering.

After a month of active traffic we got the following results:

• Users who sent at least one document - 8% more in the test group;
• Fully verified - 11% more;
• There are 4% more people who resubmitted a document after rejection;
• The average time to complete verification is 4% faster.

Importantly, 55% players in the test group interacted with the widget at least once, and the results remained consistent from week to week with no abnormal spikes.

Conclusion

A verified player brings more value to the product, which means simplifying KYC is always the right direction.

Our experiment showed that even a small UX element embedded in a familiar user scenario can significantly increase conversion to verification.

We plan to develop the idea further - to add communication on rejections to the widget. For example, if the documents are not approved, the player can immediately see the reason and upload a new photo through the widget.