FedEx

Simplifying User Onboarding for FedEx’s KYC Platform

A responsive web solution to make FedEx’s KYC process easier, faster, and more approachable for individual and business users.

Faster KYC Turnaround Time

Simplifying User Onboarding for FedEx’s KYC Platform

industry

Enterprise & SAAS

Services Provided

UX Research

UX/UI & Digital Product Design

PLATFORMS

Responsive Website

BUSINESS TYPE

B2C & B2B

Overview

FedEx is a global shipping and logistics brand renowned for efficient shipping and delivery across more than 220 countries. The FedEx KYC microsite enables customers and businesses to register and complete e-KYC processes online.

THE Challenge

Streamlining Onboarding

Turning Complex Processes into Simple Journeys

The project aimed to redesign the KYC microsite. The goal was to improve the clarity of registration steps, enhance task completion efficiency, and create a visually engaging interface that reduces friction in completing KYC requirements.

our Approach

The Method Behind Magic

Our Strategic Design

To ensure a smooth project flow, we adhere to the STEP process, an acronym representing Soak, Think, Execute, and Proof. Beginning with UX Research, the UX design case study progresses to strategy and concludes with impactful UI.

Decoding the Ecosystem

A 360° View

A comprehensive competitive analysis helped us identify gaps in digital onboarding and verification experiences within the logistics and courier ecosystem. Insights were focused on reducing drop-offs and improving task completion.

Clear & Guided Onboarding Journeys

The UX audit revealed friction in the KYC process due to unclear steps and limited progress visibility. Registration and verification flows were restructured to guide users step by step, making the journey feel predictable and easy to complete.

Streamlined Verification & Support Flows

Task flows were refined to help users upload documents, verify details, and move between steps easily. Timely prompts and live guidance surfaced exactly when users needed support.

We developed user personas and gathered insights to prioritise tasks.

Smooth Onboarding Build Confidence

Users wanted to understand what steps they would complete before beginning the process.

Green disposable cup of tea labeled 'Chaayos' placed on a red coaster, surrounded by lemongrass, ginger slices, cinnamon, and mint leaves on a wooden table.

Visual Clarity Matters

Respondents preferred straightforward layouts that reduced cognitive load.

Three chai frappe drinks topped with whipped cream and sprinkled toppings, labeled Caramel Frappe, Dark Chocolate Frappe, and Magic Frappe on a wooden table with chai tea glasses and spices.

Simplicity Fosters Trust

A transparent, predictable journey helped users feel confident about sharing their information, which is especially needed on such a platform.

Hand holding a brown disposable cup outside a café with green-framed windows and people sitting at tables.

Indirect Competitors

We identified other logistics platforms such as DHL, UPS, and Blue Dart as indirect competitors of FedEx and we gathered a few insights.

‍

User data is leveraged to simplify onboarding and personalise communication.
Processes are designed to function reliably even during high-traffic usage.
Support teams are structured to answer queries across different user touchpoints.

Direct Competitors

Direct competitors included courier and logistics platforms offering similar online KYC and account setup flows.

‍

Clear step-by-step communication helps users complete verification with confidence.
Key services and requirements are highlighted early in the journey.
Transparent information reduces confusion and speeds up decision-making.

Core problems

Many tools miss emotional engagement, focusing only on routine.
Users drop off when features feel repetitive or transactional.
Personal growth feels impersonal without a human touch, like affirmation

Key Opportunities

Design with empathy, like a coach that understands them
Introduce gamified incentives that feel rewarding, not forced.
Use personalisation to build an emotional connection.
Build trust with transparent data handling

Architecting Experience

Turning Insight to Frameworks

We organised the experience around intuitive navigation, clear hierarchy, and logical wireframes to ensure completion of KYC tasks with minimal confusion.

Our Solution

A Seamless KYC Journey

The redesigned microsite starts with clear onboarding steps and visual cues that help users proceed confidently.

Simplified Technical Language

Simplifies the terminologies to make them easily understandable by laymen and reduce the chances for mistakes.

Faster Support System

Simplified user journey and recommended chatbot and FAQ integration to offer quick and handy answers to user stories.

Form Meets Function

Designing Engaging Interfaces

We created a visual system that reinforced FedEx's trusted brand. For the font, we used FedEx Sans in a variety of bold font types. For the colour palette, we stuck to purple and orange and used gradient colours. Colourful icons were designed, and the text colour was kept neutral in grey and black.

Please Select a Project to showcase its video(if you putted the URL in the "Project CMS") or if none is selected then this section will be hidden on published site.