SeedFi Mobile App
ID verification and loan repayment optimization
Streamlining Identity Verification & Loan Repayment Through Direct Transfers
Client
SeedFi
Services
Native app Design iOS & Andriod
Industry
Finance
Duration
1 week
As part of my continued work designing inclusive financial tools at SeedFi, I led the UX efforts for a core feature rollout on our mobile app, centered on streamlining identity verification and introducing a direct bank transfer option for loan repayment.
-The Challenge/Problem
We noticed a growing pattern: users were dropping off during onboarding, and this was often the ID verification step. The flow required users to take a live photo of their physical ID — but in reality, many didn’t have it on hand. Most people today keep digital copies of their IDs on their phones for convenience and security. Requiring the physical card at that moment caused unnecessary friction.
And when friction shows up at such an early stage, it increases the user’s time to value, and in some cases, pushes them to look elsewhere.
We also found a similar issue on the loan repayment flow. Users were frustrated by extra charges when using card payment gateways. Even when they completed the repayment, some returned to complain about the unexpected fees. The process wasn’t just costly, it was unclear.
These pain points weren’t just minor annoyances. They created a real risk of churn. We knew we had to step in, simplify the experience, and rebuild trust before users chose a competitor that felt easier to use.
-The Process
Discovery & User Feedback
We analyzed support tickets, app reviews, and user interviews. Key frustrations were:
ID verification was too manual and time-consuming.
Repayment options were limited, with added gateway fees.
Users wanted to transfer directly without hidden costs.
Defining the Product Scope
We narrowed our focus to two critical improvements:
Automated, guided ID verification flow with status feedback.
Direct bank transfer repayment option with user-specific reference codes for reconciliation.
User Flow Mapping
We mapped simplified flows for:
Verifying identity using a step-by-step document upload and selfie capture process.
Repaying via a direct bank transfer and confirming the transaction within the app.
Wireframing & Prototyping
Low-fidelity wireframes were created for:
A guided KYC (Know Your Customer) journey with clear input fields, error handling, and progress states.
A repayment screen showing user-specific bank details, transfer reference ID, and a confirmation step.
The UI was kept clean and clear, with bold instructions, helpful tooltips, and success indicators.
Developer Handoff
Assets, flows, and state-based screen variations (pending, verified, failed, etc.) were handed off with interaction notes and error handling documentation.
Testing & Iteration
We conducted usability testing with a small user group and iterated based on:
Misunderstandings around verification document requirements
Missed reference codes during transfers
-Solution
1. Reimagining the Loan Repayment Experience
User research revealed two major pain points: surprise charges during card payments and confusion about the repayment process. Our goal was to eliminate hidden friction and build user trust, while maintaining flexibility in how users repay their loans.
Introduced Dual Repayment Options
We have added a Direct Transfer method in addition to Paystack. This empowered users to make fee-free payments via their preferred banking apps.Clarity Before Commitment
A pre-confirmation modal was introduced to notify users about third-party charges when selecting Paystack. This reduced complaints and helped users make informed choices.Smart Transaction Matching
We generated a unique transaction ID for each repayment, making it easier to reconcile payments, even when account names didn’t match user profiles.
By centering transparency and giving users a choice, we saw a measurable improvement in repayment completion rates and a drop in support queries.
2. Simplifying ID Verification for Real-World Users
We discovered that asking users to upload a physical photo of their ID often led to drop-offs. In many cases, users didn't have the ID with them, and requiring a photo felt like an unnecessary barrier.
To improve onboarding speed and user experience, we redesigned the flow to accept only the user’s ID number, a solution more in line with how users store and recall personal information today.
Streamlined the Experience
Users were now prompted to enter just their ID number, significantly reducing friction and improving the speed of verification. This respected the realities of mobile-first, on-the-go use.Real-Time Input Validation
We implemented smart validation to catch common errors, such as invalid formats, missing characters, or unsupported characters, before the user could proceed. This prevented backend rejections and reduced confusion.Fallback & Error Recovery
In cases of failed verification (e.g., due to mismatched records), users received clear, actionable error messages that guided them on what to correct, instead of vague "try again" prompts.
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The improved onboarding and repayment flows delivered measurable results across the board, from a 44% boost in completed onboardings to an 18% reduction in card gateway processing fees. By reducing friction, improving transparency, and giving users more control, we not only enhanced the overall experience but also drove key business outcomes like higher activation, reduced support load, and increased user trust.