2023
Wise – Business verification
2023
Wise – Business verification
2023
Wise – Business verification
About
The company
Wise's mission is to make international payments instant, transparent, convenient, and eventually free.
Initially introduced as a consumer product, Wise Business was launched in 2016 to help businesses transact anywhere seamlessly.
My role
On the Business team, I worked on improving the verification experience, which was critical for compliance and directly impacted customers’ ability to move money without interruption.
About
The company
Wise's mission is to make international payments instant, transparent, convenient, and eventually free.
Initially introduced as a consumer product, Wise Business was launched in 2016 to help businesses transact anywhere seamlessly.
My role
On the Business team, I worked on improving the verification experience, which was critical for compliance and directly impacted customers’ ability to move money without interruption.
About
The company
Wise's mission is to make international payments instant, transparent, convenient, and eventually free.
Initially introduced as a consumer product, Wise Business was launched in 2016 to help businesses transact anywhere seamlessly.
My role
On the Business team, I worked on improving the verification experience, which was critical for compliance and directly impacted customers’ ability to move money without interruption.
The challenge
The verification process for Business customers was highly disruptive and often resulted in transfers being suspended without warning. 75% of customers failed to submit the correct documents on their first attempt, leading to long delays and repeat requests. Internally, teams struggled to guide customers consistently because the process was complex and largely manual.
The challenge
The verification process for Business customers was highly disruptive and often resulted in transfers being suspended without warning. 75% of customers failed to submit the correct documents on their first attempt, leading to long delays and repeat requests. Internally, teams struggled to guide customers consistently because the process was complex and largely manual.
The challenge
The verification process for Business customers was highly disruptive and often resulted in transfers being suspended without warning. 75% of customers failed to submit the correct documents on their first attempt, leading to long delays and repeat requests. Internally, teams struggled to guide customers consistently because the process was complex and largely manual.
Contributions & impact
Defined the vision and principles for a more customer-centered verification experience that still met compliance requirements
Redesigned flows to support a non-suspensive model, reducing unexpected suspensions
Clarified document requirements and added contextual guidance, improving successful submissions
Aligned operational teams on a more scalable, consistent process
Contributions & impact
Defined the vision and principles for a more customer-centered verification experience that still met compliance requirements
Redesigned flows to support a non-suspensive model, reducing unexpected suspensions
Clarified document requirements and added contextual guidance, improving successful submissions
Aligned operational teams on a more scalable, consistent process
Contributions & impact
Defined the vision and principles for a more customer-centered verification experience that still met compliance requirements
Redesigned flows to support a non-suspensive model, reducing unexpected suspensions
Clarified document requirements and added contextual guidance, improving successful submissions
Aligned operational teams on a more scalable, consistent process
