This analysis was made on a database of a European Finacial App, focusing on the Onboarding Area
Context:
The pass rate has decreased substantially in the recent period and we need to discover the root causes and suggest solutions that can help to fix this issue.
"The customer will ‘pass’ the KYC process and get onboarded if the results of both Document and Facial Similarity checks are ‘clear’. If the result of any check is not ‘clear’, the customer has to submit all the photos again.
The 'pass rate' is defined as the number of customers who pass both the KYC process divided by the number of customers who attempt the process. Each customer has up to 2 attempts."
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