Information architecture

WeavePay card

Revamping the WeavePay registration

Problem: clients abandoned registration or only came back to continue it several days later. The company’s managers had to call clients and explain how to finish the process. Users complained that the registration process was complicated and inconvenient.

Hypothesis: some of the requested data is redundant and can be obtained automatically without the user’s involvement, or requested after registration.

Research: I listed all the data fields that the old process requested and grouped them into categories by meaning. It turned out that similar data was requested at different points of the user journey (sometimes more than once), which caused extra shifts of focus and increased cognitive load.

Solution: rethink the registration process and build a logical information architecture.

Result: registration became faster, user satisfaction increased and the load on the support team decreased.

Side effect: the registration flow became the testing ground for a responsive mobile design (previously the entire interface worked only on desktop).

Extra bonus: the company tested new technologies, as I proposed using automatically recognised data and moving the process to the new version of Sumsub.

Personal account. Data collected during onboarding:

  1. Account type (Personal or Business)
  2. Email
  3. Phone number
  4. Country code (from phone number)
  5. Password (hash)
  6. Human confirmation (reCAPTCHA)
  7. SMS confirmation code
  8. Email confirmation code
  9. Title (Mr., Mrs., etc.)
  10. First name
  11. Last name
  12. Date of birth
  13. Place of Birth (country)
  14. Passport ID (number)
  15. Citizenship (country)
  16. Country of residence
  17. Permanent address of residence
  18. City
  19. Zip code
  20. Country
  21. Contact address (same as permanent?)
  22. US citizenship
  23. Politically exposed person (yes or no)
  1. Occupation
  2. Source of income (11 options)
  3. Purpose of account opening (6 options)
  4. Type of future transactions (5 options)
  5. Monthly turnover income
  6. Monthly turnover outgoing payments
  7. № of incoming payments per month
  8. № of outgoing payments per month
  9. Passport or ID card (photo)
  10. Proof of address (photo)
  11. US residence (yes or no)
  12. Document type (Passport or ID card)
  13. Passport or ID card (photo)
  14. Access to the camera
  15. Selfie
  16. Cardholder name
  17. Card number
  18. Expiry date
  19. CVC
  20. Accept terms & conditions
  21. Email (login)
  22. Password (hash)

Business account. Data collected during onboarding:

  1. Account type (Personal or Business)
  2. Email
  3. Phone number
  4. Country code (from phone number)
  5. Password (hash)
  6. Human confirmation (reCAPTCHA)
  7. SMS confirmation code
  8. Email confirmation code
  9. Title (Mr., Mrs., etc.)
  10. First name
  11. Last name
  12. Date of birth
  13. Place of Birth
  14. Citizenship (country)
  15. Country of residence
  16. Position in company
  17. Permanent address of residence
  18. City
  19. Zip code
  20. Country
  21. Contact address (same as permanent residence address?)
  22. US citizenship
  23. Politically exposed person (yes or no)
  24. Passport ID (number)
  25. Occupation
  26. Passport or ID card (photo)
  27. Proof of address (photo)
  28. Company name
  29. Company type (private ltd, public, etc.)
  1. Company registration number
  2. Country of incorporation
  3. Company phone
  4. Company email
  5. Company website
  6. Company address of registration
  7. City
  8. Zip code
  9. Country
  10. Company business address (same as registered address?)
  11. Company contact address (same as business address?)
  12. № 2–27 (except № 5–8)
  13. Business industry
  14. Business description
  15. Require licensing? (yes or no)
  16. Source of income (6 options)
  17. Purpose of account opening (6 options)
  18. Type of future outgoing transfers (7 opt.)
  19. Monthly turnover income
  20. Monthly turnover outgoing payments
  21. № of incoming payments per month
  22. № of outgoing payments per month
  23. Partners name
  24. Partners country
  25. Partners website
  26. List of countries to operate with
  27. Certificate of Incorporation (photo)
  1. Memorandum of Association and Articles (photo)
  2. Directors Register (photo)
  3. Shareholders Register (photo)
  4. Power of Attorney to Open an Account (photo)
  5. Financial Statements or a Business Plan (photo)
  6. Other (photo)
  7. Company name
  8. Country
  9. Certificate of Incorporation (photo)
  10. Passport or ID card of the company’s owners (photo)
  11. Director’s first name
  12. Director’s last name
  13. Director’s date of birth
  14. Director’s email
  15. Director’s phone number
  16. US residence (yes or no)
  17. Document type (Passport or ID card)
  18. Passport or ID card (photo)
  19. Access to the camera
  20. Selfie
  21. Cardholder name
  22. Card number
  23. Expiry date
  24. CVC
  25. Accept terms & conditions
  26. Email (login)
  27. Password (hash)
Old WeavePay registration: Create New Personal Account / Confirm email and phone
This is what the registration screens looked like before I stepped in.
Making a user enter their details 83 times just to sign up is simply too much!

I have reduced the volume of data requested by 38%

To help me understand how to optimise the data entries, I’ve colour-coded them. Identical and similar data entries are shown in the same colour. They’re scattered throughout the registration process and can be grouped together, and the duplicates can then be removed.

I also identified 4 types of users and worked out how to optimise the database fields: for example, a person’s name and a company name could be stored in the same field, with only the user type differing. This helped to standardise many of the processes.

The results are shown in the table below. Data that can be automatically recognised in scans and photos is marked in yellow. That is why I initiated the switch to the new version of SumSub and the retrieval of data from there.

Structured data

Director and owners Individual Company Partner
Title (mr., mrs., etc.) Title (mr., mrs., etc.) – Unnecessary Type (private ltd, public ltd, etc.)
First and last names First and last names Name Name
Website Website
Phone number Personal phone number Company phone number
SMS confirmation code SMS confirmation code
Personal email Personal email Company email
Email confirmation code Email confirmation code
Set password for account Set password for account
Password confirmation Password confirmation
Date of birth Date of birth
Country of birth Country of birth
Politically exposed? Country for politically exposed person
Country of citizenship Country of citizenship (more than one?) Country of incorporation (more than one?) Country (of what?)
Country of residence Country of residence (more than one?) Registered country (same as incorporation?)
ZIP code ZIP code (more than one?) ZIP code (more than one?)
City City (why not detect a city by ZIP code?) City (why not detect a city by ZIP code?)
Residence address Permanent residence address Registered address
Business address
Contact address Contact address Contact address
Passport ID Passport ID Company registration number – access to UK company’s data
Position in company Occupation
Business industry
Purpose of account opening Business description
Require licensing?
Source of income Source of income
Type of future transactions (outgoing?) Type of future outgoing transfers
Monthly turnover incoming payments Monthly turnover incoming payments
Number of incoming payments per month Number of incoming payments per month
Monthly turnover outgoing payments Monthly turnover outgoing payments
Number of outgoing payments per month Number of outgoing payments per month
Passport or ID photo Passport or ID card photo Certificate of Incorporation photo
Address photo Proof of address photo Memorandum of Association & Articles photo
Power of Attorney to Open an Account photo – not for owner (director, CEO, UBO)
Financial Statements or a Business Plan photo
Other photo
Human verification (selfie, reCAPTCHA)
Cardholder name
Card number
Expiry date
CVC
Accept terms & conditions

Data we can automatically recognise from scans and photos

Optimising the user journey

After several iterations, I settled on a flowchart that concisely illustrated the registration process in full detail. What follows is not directly related to information architecture (it is covered in other sections of my portfolio). I will simply show a couple of screenshots as examples of what the registration process looked like after my complete redesign.

WeavePay registration after redesign – mobile, desktop and personalised support

To conclude, I would like to present the final list of data requested from the user. Some of these are pre-filled, whilst others are collected automatically and aren’t even displayed on the interface.

38% less data entry for personal account:

  1. Email
  2. Accept terms & conditions
  3. Email confirmation code
  4. Password (hash)
  5. Password confirmation
  6. Account type (Personal or Business)
  7. Reasons for opening an account (6 options)
  8. Average number of monthly payments
  9. Average amount of incoming payments
  10. Major sources of incoming funds (11 options)
  11. Average number of outgoing payments
  12. Average amount of outgoing payments
  13. Type of future outgoing transfers (5 options)
  14. Passport or ID card (photo)
  15. Access to the camera
  16. Selfie
  17. Proof of address (photo)
  1. First name
  2. Last name
  3. Country code (from phone number)
  4. Phone number
  5. Occupation
  6. Country of citizenship
  7. Passport ID (number)
  8. Country of Birth
  9. Date of birth
  10. Politically exposed person (yes/no)
  11. Politically exposed country
  12. ZIP code of residence
  13. City of residence
  14. Postal address of residence
  15. Mailing address (same as permanent?)
  16. Cardholder name
  17. Card number
  18. Expiry date
  19. CVC
  20. Email (login) to access the Dashboard
  21. Password (hash) to access the Dashboard

Auto-filled

Auto-detected, not displayed in the interface: US citizenship (yes/no), US residence (yes/no), Country of residence.

41% less data entry for business account:

  1. Email
  2. Accept terms & conditions
  3. Email confirmation code
  4. Password (hash)
  5. Password confirmation
  6. Account type (Personal or Business)
  7. Country of incorporation
  8. Company registration number
  9. Company name
  10. Company type (private ltd, public, etc.)
  11. Business industry
  12. Business description
  13. Require licensing? (yes or no)
  14. Countries where you do business
  15. Partner’s company name
  16. Partner’s website
  17. Partner’s country
  18. Company website
  19. Business email
  20. Business phone
  21. Company registered ZIP code
  22. Company registered city
  23. Company registered address
  24. Company business address (same as registered address?)
  25. Mailing address (checkbox)
  1. Certificate of Incorporation (photo)
  2. Memorandum of Association and Articles (photo)
  3. Financial Statements or a Business Plan (photo)
  4. Any other document (photo)
  5. Reasons for opening an account (6 options)
  6. Average number of monthly payments
  7. Average amount of incoming payments
  8. Major sources of incoming funds (6 options)
  9. Average number of outgoing payments
  10. Average amount of outgoing payments
  11. Type of future outgoing transfers (7 options)
  12. Passport or ID card (photo)
  13. Access to the camera
  14. Selfie
  15. Proof of address (photo)
  16. First name
  17. Last name
  18. Country code (from phone number)
  19. Personal email
  1. Personal phone number
  2. Position in company
  3. Power of Attorney to Open an Account (photo), if not an owner
  4. Percentage ownership
  5. Number of shareholders who own >25%
  6. Shareholder’s emails
  7. Country of citizenship
  8. Passport ID (number)
  9. Country of Birth
  10. Date of birth
  11. Politically exposed person (yes/no)
  12. Politically exposed country
  13. ZIP code of residence
  14. City of residence
  15. Postal address of residence
  16. Mailing address (same as permanent?)
  17. Cardholder name
  18. Card number
  19. Expiry date
  20. CVC
  21. Email (login) to access the Dashboard
  22. Password (hash) to access the Dashboard

Auto-filled

New data (was previously missed)

Auto-detected, not displayed in the interface: US citizenship (yes/no), US residence (yes/no), Country of residence.

What people are saying

Leo Shipulya
Co-founder at WeavePay

Alexander is a designer who gets it. He took on a full redesign of WeavePay's platform, delivered exactly on the timeline he committed to, and navigated the complexity of a regulated, multi-product financial system without issues.

When he moved on, he introduced a trusted colleague to take over, making the transition seamless. Would work with him again without hesitation.
alexander@matchugovsky.com