After completing the remote onboarding process to register for a service, a decision has to be made: whether it is a valid (accepted) or invalid (rejected) user for the use of the service in question.
This is why at Alice we continue to optimise the flow and statuses that users go through. The reasons are as important as the action. When a user is moved to its final state, either accepted or rejected, you can indicate the reasons for that decision, creating a history to be able to know, in the future, why that user is in that state;
For rejected users, it is possible to choose between several of the options provided by Alice, for example:
- The document cannot be read correctly
- The document has fraudulent features
- The selfie is blurred
If the user is accepted, it is possible to freely edit the reasons for acceptance;
Why is it important to know the reasons for acceptance or rejection of users in the onboarding process?
Just as the onboarding process is essential to the growth and success of businesses, understanding the reasons behind user rejection or acceptance is critical for a number of reasons. Learn why understanding these reasons helps drive efficiency, security and user satisfaction in the digital environment;
- Improving the user experience (UX). Understanding why a user is rejected or accepted allows companies to identify potential obstacles in the registration process and improve the user experience. This can include simplifying forms, clarifying requirements or optimising the interface to make it easier to complete the necessary steps. For example, if the selfie is blurry, more prompts can be added to help the user take a higher quality photo;
- Fraud and risk reduction. Tracking rejection reasons can help identify patterns of suspicious or fraudulent activity. This is crucial to protect the security of the platform and user data, as it allows proactive measures to be taken to mitigate risks.
- Increasing operational efficiency Understanding the reasons for rejection and acceptance can lead to optimisation of internal processes. For example, if it is discovered that certain documents are consistently rejected due to quality issues, the company can implement tighter controls or provide guidance to users on how to share the document without readability problems;
- Data analysis and informed decision making. Collecting data on reasons for rejection and acceptance is essential for data analysis and informed decision making. Companies can use this information to identify long-term trends, measure the effectiveness of implemented improvements and make strategic decisions based on sound data.
Knowing the reasons behind user rejection or acceptance in the digital onboarding process is essential to improve the user experience, reduce risks and optimise operations based on solid information. As a result, a better relationship with users is generated and the long-term success of the digital platform or service is guaranteed.
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