Building GoTo KYC to Unify User Experience and Streamline Budget and Internal Processes Across Tokopedia & Gojek

After the merger of Tokopedia and Gojek into GoTo, redundant KYC (Know Your Customer) processes created friction and inefficiencies across the ecosystem. Each platform had its own standards, flows, and engineering efforts. I helped design a unified KYC experience that was seamless, secure, and adaptable across both apps.

The experience needed a systemic overhaul: unified, intelligent, and built to adapt across platforms, products, and policies.

Company
GoTo
Role
Product Designer
Scope
UI Design, UX Design, Design System
Period
Q3 2022 – Q2 2023
Building GoTo KYC to Unify User Experience and Streamline Budget and Internal Processes Across Tokopedia & Gojek cover

Disclaimer: This is a high-level project overview. For the full case study or more details, feel free to reach out at olehabib98@gmail.com.

Key Challenges

The fragmented KYC experience was inefficient for users and costly for the company. Unifying it required solving challenges across product, tech, and regulation.

  1. 01

    How can we simplify identity verification into a single, fast experience across brands without repeating steps for users?

  2. 02

    How can we build a flexible system that meets multiple regulatory standards while staying easy to maintain?

  3. 03

    How can we align design, tech, and infrastructure between two large teams to deliver one unified solution?

Design Process

  1. 01Align on brief from GoTo Holding
  2. 02Conduct joint discovery across Tokopedia & Gojek
  3. 03Audit current KYC workflows and tech capabilities
  4. 04Map similarities, differences, and key constraints
  5. 05Align on scope and success criteria across teams
  6. 06Co-ideate through workshops and brainstorming
  7. 07Design core flows, interactions, and interface
  8. 08Align UX patterns, IA, and build flexible SDK
  9. 09Validate with usability testing and management review
  10. 10Finalize designs, support QA, and launch

Key strategy

Building a unified identity framework that integrates complex systems with a user-centric, secure, and scalable approach—delivering consistent cross-brand experiences and enabling sustainable growth aligned with GoTo’s long-term vision.

Key Solutions

  1. 01

    One Core System

    A single verification system compatible with 5 different regulatory standards and internal KYC systems (Tokopedia, GoPay, Jago, Findaya, and cKYC).

  2. 02

    Focused & Mindful Design

    Removed unnecessary steps and information to help users complete verification efficiently, while providing just enough context and feedback to build trust and keep them informed.

  3. 03

    Security with Empathy

    Incorporated additional authentication steps when handling sensitive data or financial actions—like e-wallet access—while using clear information and engaging illustrations to make users feel safe and confident without causing intimidation or friction.

  4. 04

    Progressive & Non-Progressive Flows

    Progressive: Users with prior KYC on GoPay only needed to confirm and authenticate, with instant verification.

    Non-Progressive: New users guided through smart photo capture (KTP & selfie), with automatic guidance and fallback options.

  5. 05

    Modular Design Library

    Developed a shared, flexible design library with a consistent flow structure that supports customizable styles—allowing both Tokopedia and Gojek to maintain their unique brand identities while delivering a unified user experience.

  6. 06

    Unified Illustration

    Collaborated closely with Tokopedia and Gojek illustrators to create a cohesive set of visuals that reflect the shared GoTo ecosystem, enhancing user familiarity and reinforcing the connection between brands throughout the KYC journey.

Progressive flows

Users with prior KYC on GoPay only needed to confirm and authenticate, with instant verification.

01 Onboarding buttomsheet
02 Date of birth authentication
03 Success page
04 All benefits of verification

Non-Progressive flows

New users guided through smart photo capture (KTP & selfie), with automatic guidance and fallback options.

01 Onboarding buttomsheet
02 ID Card verification
03 Taking picture quick guide
04 Face picture verification
05 Review and send document
06 Review details
07 Pending and success pages
08 Another illustrations (Credit to Illustrators)

Outcome Highlights

  • Standardization

    1 unified system replaced 5 separate KYC flows across GoTo, aligning verification standards and compliance in a single architecture.

  • Efficiency Gains

    The project reduced duplicated engineering and design resources across teams, enabling faster feature development and maintenance.

  • Faster Verification

    The progressive flow significantly cut down user effort and time, estimated to reduce completion times by more than half for returning users.

  • Improved UX & Trust

    Usability tests showed strong understanding and satisfaction. Users appreciated the clarity, speed, and visual alignment between apps.

Collaborator

  • Product Designer (Farrah / Ivan: thinking partner)
  • Product Manager (Glenn, Annisa)
  • UX Writer (Asterifani)
  • Illustrator (Ryan, Kiky)
  • Engineering Team
    Tokopedia & Gojek Management
  • Gojek Team (Designer, Writer, Product, Engineering)