Know Your Customer (KYC) processes are essential for iGaming operators to establish secure and trustworthy platforms.
However, KYC can often feel cumbersome to users, leading to frustration and abandoned registrations. For iGaming companies, a streamlined KYC process is key to retaining users and ensuring a positive first impression.
This post explores how TESTA’s real-world KYC testing optimizes the onboarding experience, balancing security with ease of use.
Understanding the KYC pain points in iGaming
The KYC process often requires users to submit documents, like driver’s licenses or passports, and sometimes involves additional steps, such as taking selfies for identity verification. However, these steps can become significant hurdles for users, especially when facing poor lighting, technical issues with photo uploads, or long approval times.
In iGaming, where users expect quick access to their accounts, a delayed or complex KYC process can erode trust and lead to high drop-off rates. Ensuring a smooth, user-friendly KYC experience is essential for operators looking to improve retention and build long-term loyalty.
TESTA’s approach to KYC testing: real-world conditions
TESTA’s KYC testing focuses on real-world conditions to identify and address common user frustrations.
Our testers complete the KYC process using their own devices, providing detailed feedback on usability, security, and accessibility. This approach captures critical insights, such as lighting requirements for photo uploads, ease of document submission and compatibility across devices.
TESTA KYC testing includes
- Localized testing: We ensure that the KYC process is adapted to the specific market, such as using Japan’s driver’s license for identification. This makes the experience feel familiar and user-friendly.
- Error rate and usability analysis: Testers document the number of attempts required to complete KYC and highlight areas that may frustrate users.
- Multi-device accessibility: By testing KYC flows on various devices, TESTA ensures a consistent and reliable experience, regardless of whether users are on iOS, Android, or desktop.
Case study: A TESTA client’s KYC optimization in Japan
A TESTA client recently approached us to improve their KYC process for Japanese users. The KYC process required users to submit a driver’s license photo and a selfie, but many users encountered challenges with lighting and the clarity of their photos. This resulted in repeated submission attempts, which led to frustration and high drop-off rates.
Through localized KYC testing, TESTA’s team provided insights on lighting requirements and user expectations specific to Japan. Our recommendations enabled the client to adjust the KYC process, improving user guidance on lighting and submission standards. The result was a significant increase in KYC completion rates, with more users able to verify their identities on the first attempt, reducing both drop-off rates and support queries.
Business value: increasing completion rates and building brand trust
Investing in streamlined KYC testing delivers substantial business benefits for iGaming operators:
- Higher registration success: A clear, user-friendly KYC process means more users complete registration, contributing to a growing user base.
- Enhanced trust and loyalty: A secure but hassle-free KYC experience reassures users that their data is handled with care.
- Reduced onboarding costs: With fewer repeated submissions, operators spend less on processing and support, leading to lower operational costs.
Conclusion
For iGaming operators, optimizing the KYC process is a win-win: users complete verification quickly and easily, and operators benefit from improved retention and brand loyalty. Testing KYC processes under real-world conditions provides valuable insights that drive both user satisfaction and operational efficiency.
KYC doesn’t have to be a stumbling block for users. By prioritizing an efficient, user-friendly KYC process, iGaming operators can establish trust from the first interaction and convert more users into loyal players. TESTA’s real-world KYC testing delivers the insights needed to refine these processes, ensuring a smooth, secure experience for users and a strong foundation for operator success.
About the author
Ian McKinnon
TESTA Head of Marketing