E-wallet onboarding in Malaysia has settled into a familiar stack: IC capture, selfie, sometimes a liveness check, sometimes an address proof. The stack is not the problem. The edges are.
A vendor timeout that looks like a personal failure (‘we could not verify you’) sends people to support with no ticket ID. A retry that restarts the whole funnel after a single blurry photo wastes a lunch break. A rejection that cites ‘policy’ without a human review window trains customers to abandon the brand — or to try a friend’s IC, which is a different problem.
When we audit onboarding we enrol more than once. We use incomplete documents. We kill the app mid-upload. We ask to see the reviewer console. If the reviewer cannot see the same photo the customer uploaded, the control is weaker than the flowchart suggests.
Fixes are usually small and ordered: honest timeout copy, a way to resume, and a rejection that names a channel. Those three changes do more for both conversion and control than a new animation on the welcome screen.