Reducing Support Touchpoints — Uncapped

UI / UX / Research / Data

While the core focus of Uncapped has always been providing funding to e-commerce businesses, Uncapped also offer a B2B, banking product.

Customers wishing to open a business bank account with Uncapped, are required to provide various forms of documentation in order to prove ownership of their company and to prevent fraud.

The responsibility of retrieving these documents from applicants fell solely on the Sales and Support teams at Uncapped.

These teams were required to reach out to applicants manually via email, requesting the documents from the customer.

This process was prone to user error but was also very inefficient for the business.

In January 2022, my team and I set about designing a solution that would inform customers that they needed to provide documentation to Uncapped whilst also giving users a space to upload these documents themselves.

12.5%

Increase in onboarding CSAT

22%

Reduction of Support team touchpoints

Technical Scoping

The banking product at Uncapped is powered by a BaaS API called Unit. Unit provides much of the required backend functionality - taking ownership of security while also handling integrations with global banks.

However, it was Unit's ability to handle compliance that was most fundamental to the success of this project. When a company registers with Uncapped, a request is sent to Unit's API in order to check which documents are required based on the company's credentials (size, country of incorporation, industry etc).

With this, we were able to move into planning knowing that instead of using a one-size-fits-all approach and requesting all document types from all customers, we could tailor the list in order to streamline the UX.

Limitations

One of the drawbacks of using Unit's API in order to determine which documents were required for a given customer was that it can take anywhere from 30 seconds to 60 minutes for an answer to be returned.

The engineers ran an experiment to assess how long it would take for Unit to return the list of documents and found that -

86% of the time, Unit returned the required documents within 30 seconds

We felt comfortable with this and so we began to explore how we could handle this in the UX -

Competitors

We analysed a range of document uploaders across both B2B and B2C.

Our greatest source of inspiration came from a pharmaceutical, mobile app. The app used a really simple list to highlight which documents were required but also provided enough detail for each document type to make the user feel comfortable.

UX/UI Direction

I made use of our pre-existing list item component from our design system. One of the key factors I had to consider while designing was that the required documents could be business documents (e.g. a certificate of incorporation) but could also be specific to a certain shareholder (e.g. a photo of the person's passport).

Upload states

The status of each document is communicated through an icon and replaces the upload icon. Where necessary, this is supported by an alert-style component under each list item detailing important information.

CRM

We designed three emails: one triggered when a document was rejected and needed reuploading, another confirming approval and account activation, and a third notifying unsuccessful applicants that we couldn't support their business.

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