While we concentrate on crafting the perfect experience through page titles, placeholder text or even tooltips, etc., error states often get very little attention. Let us examine a few cases where user has made an error while completing her KYC process.
1. Aadhaar is not linked to mobile number
Problem statement: The user has not entered the mobile number linked to her Aadhaar card to proceed with KYC.
Thought process: What would the user want to know in such a situation? - Provide a clear explanation of what went wrong and what steps can she follow to resolve this. How can Bajaj help her? - By giving her a button to replace the number on the Bajaj app with the Aadhaar linked number.
Here is the solution:
2. Aadhaar does not have an Email id and a mobile number
Problem statement: The user has entered an email ID and mobile number which is not linked to her Aadhaar card.
Thought process: What does it mean? - this means UIDAI, the authority that issues Aadhaar, could not find the entered email ID or a mobile number updated against the user's Aadhaar card. What now? - The user has to update the email ID and number found in Aadhaar on the Bajaj Finserv app to complete KYC. How can Bajaj help? - By explaining the error and providing resolution. Providing a CTA that redirects her to the personal details page on the Bajaj Finserv app to update the details.
Here is the solution:
3. Aadhaar number is locked
Problem statement: User has locked her Aadhaar number and hence Bajaj cannot use it to verify her address/identity.
Thought process: What does locking Aadhaar mean? - To strengthen the security and privacy of her personal data, UIDAI provide s a lock/unlock service. What now? - The user must unlock her Aadhaar to proceed with KYC authentication. How can Bajaj help her? - Provide steps to unlock the number. OR ask her to create a VID (virtual ID Number) to continue with KYC.
Here is the solution:
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4. Aadhaar number is suspended
Problem statement: User's Aadhaar card is suspended. KYC can continue after suspension is lifted.
Headline: 45 characters | Body: 175 characters max | Button(s): 25 characters max
Thought process: How is my card suspended and who does it? - To strengthen the security and privacy of her personal data, UIDAI provide s a lock/unlock service. What now? - The user must unlock her Aadhaar to proceed with KYC authentication. How can Bajaj help her? - Provide steps to unlock the number. OR ask her to create a VID (virtual ID Number) to continue with KYC.
Here is the solution:
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