01CHOOSE
A task hub, not a fixed sequence
Both capture tasks are available. Submission remains disabled until both are done.
The problem
Autosave exposed a bigger problem than saving progress
AstraPay KYC was built as a fixed sequence. Users completed KTP first, then Selfie, then moved into identity details and submission. When a session was interrupted, there was no reliable re-entry state.
Research around the flow showed a broader session continuity problem. People could stop because their KTP was not ready, a photo failed several times, OTP failed, or the connection dropped. Without a saved state, a small interruption could turn into work that had to be repeated.
Once Autosave entered the roadmap, I saw a more fundamental question. If KTP and Selfie could persist independently, did we still need to force the same order?
The design question was not whether we could save progress. It was whether saved progress should still live inside a fixed sequence.
INTERACTIVE WALKTHROUGH
Try the flexible KYC journey—start with ID or Selfie
Start at the Review hub. Choose KTP or Selfie on the phone and follow the saved-progress states through submission.
CHOOSE A TASK01 / 10
Task hubPreview PageChoose either ID or Selfie.
INTERACTION CRAFT
Saving progress is only useful if capture and review feel clear
Four original screens show the separation between taking and confirming a photo. Tap each tab to inspect the actual affordances.
Frame the ID before capture
The capture screen isolates the camera task and includes framing guidance.
Two credible directions
Linear was still valid. Flexible had to show that extra choice would not become a burden.
Linear was not a weak comparison option. Many benchmarked KYC journeys stayed sequential, especially where liveness and automated verification made one-session completion more realistic. AstraPay had a different setup, so Autosave changed the tradeoff we needed to make.
Flow A
Keep KYC linear
Preserve the existing sequence and add Autosave inside it. The structural change stays smaller, users face less choice, and the pattern is closer to competitor benchmarks.
Lower structural risk, weaker fit for independently saved tasks.Flow B
Make KTP and Selfie flexible
Use Review as the task hub. People can start with either capture task and still see completed work when they return.
Better fit for persistence, with a real risk of adding choice complexity.Try Flow BThe design decision
The concern was reasonable. More control could also add complexity.
I synthesized the Flexible model from workshops, existing KYC data, and constraints in our verification flow. The direction was not an automatic choice. The familiar benchmark was still linear, and there was a real concern that a task hub would make KYC harder to understand.
I took the decision case to the heads of Data, SysOps, and Product Design, then worked with the KYC team to test the main concern with evidence instead of preference.
The study had one job. Find out whether the added choice created enough usability cost to justify keeping the old sequence.
Study result
The study reduced enough uncertainty to make the production decision
Thirty participants were randomized evenly between the two flows in an unmoderated Maze study followed by a post-test survey.
The decision
The evidence gave us enough confidence to ship Flow B
SUS and total misclicks showed no significant difference between the two flows. Flow B still had a few supportive signals. Confidence was higher in one scenario, misclicks trended lower, and qualitative feedback was more favorable.
What changed was the quality of the discussion. We found no evidence that the added flexibility carried enough usability cost to justify keeping the old sequence. KTP and Selfie were already meant to persist independently, so the team had enough confidence to ship Flow B.
This project also became an early proof point for using inferential statistics in Product Design decisions within the KYC workstream. The numbers stopped being just presentation support. How I handled uncertainty in the data helped build trust with stakeholders.
The evidence did not prove that Flow B was always better. It helped us judge that the main risk was acceptable.
What shipped
Autosave became part of the interaction model
The Flexible model started rolling out in August 2025. KTP capture and Selfie capture became the two Autosave points, so completed work could remain available when someone returned.
Observed impact · Matched periods
33.8% → 36.7% overall KYC completion
Across ten matched calendar months, overall KYC completion was higher after the redesigned journey launched. The overall relative increase was 8.44%. This is an observational result, not an isolated causal estimate of Autosave.
Monthly comparison · Same calendar months
KYC completion was higher in 9 of 10 matched months
Paired bars compare each PRE month with the same POST month. PRE: Nov 2024–Aug 2025. POST: Nov 2025–Aug 2026.
PRE · 2024–25POST · 2025–26
TAKEAWAY
POST completion was higher in 9 of 10 matched months. Weighted end-to-end KYC completion increased from 33.83% to 36.69%. That is an 8.44% relative increase.
View data
| Calendar month | PRE · 2024–25 | POST · 2025–26 |
|---|---|---|
| Nov | 35.05% | 37.23% |
| Dec | 34.24% | 36.97% |
| Jan | 31.18% | 36.98% |
| Feb | 34.79% | 42.72% |
| Mar | 35.95% | 38.79% |
| Apr | 33.4% | 37.53% |
| May | 32.1% | 36.73% |
| Jun | 33.96% | 34.86% |
| Jul | 34.8% | 32.62% |
| Aug | 30.81% | 33.93% |
PRE covers November 2024 through August 2025. POST covers November 2025 through August 2026, with November 2025 marking the forced rollout. Matching the calendar months helps reduce seasonal mismatch but does not eliminate all differences between the periods. Overall completion is calculated from the sums of monthly Submitted and Landing counts. PRE is 239,587 / 708,113 and POST is 211,453 / 576,332. This is a weighted conversion rate, not the simple average of ten monthly conversion rates. A person may appear in multiple months, so these totals do not represent unique people across each period. Other KYC changes occurred around the rollout, including homepage messaging changes. The observed increase therefore cannot be attributed to Autosave alone.
Step-by-step funnel · Pooled monthly counts
The biggest gain came after photo completion
The large figures show relative change from PRE. The actual PRE and POST conversion rates are displayed underneath for context. The largest improvement occurred between Photos Complete and Submitted, while the first transition declined.
Evidence detail
Open the study detail if you want to inspect it further
The full setup and result views stay available without turning the main case into a sequence of charts.
One randomized study across two flows
Participants completed one of the Maze flows and then answered the post-test survey.
Reflection
What I would measure next
This project did not isolate the effect of Autosave on conversion. During the same period, the homepage wording also changed through the production experiment in the sister project Testing What Makes Users Start KYC. Because both changes moved together on the same new build, the broader KYC uplift should be read as their combined impact.
The next measurement should focus on resume rate, completion after returning, and repeated capture by task. Those metrics sit much closer to the behavior Autosave was meant to improve.