KYC should verify identity, not ability.
A practical framework for designing and testing inclusive Know Your Customer journeys across web, mobile apps, biometrics, video KYC, OTP and assisted channels.
Download ChecklistIf a customer cannot complete verification independently, the journey is not complete.
Accessibility failures hide between the steps.
A KYC process may look simple on a flowchart but become impossible when a customer has to position a document, grant camera access, correct OCR output, pass liveness, receive an OTP or recover from a timeout.
Review the journey as one connected experience. Every hand-off, permission, status message, third-party component and fallback route can affect completion.
What an inclusive KYC review covers
Prepare
Eligibility, instructions, consent, documents, language and support expectations.
Enter
Personal details, address, contact verification, validation and error recovery.
Prove
Document capture, upload, OCR, selfie, liveness, biometrics and video KYC.
Complete
OTP/MFA, e-signature, review, submission, status, save/resume and re-KYC.
Questions teams should answer before launch.
Use these checkpoints in design reviews, QA, vendor assessments and remediation planning.
Can keyboard and screen-reader users complete every task?
Are labels, instructions, focus and errors announced clearly?
Are camera, microphone, NFC and location permissions explained first?
Do OTP, CAPTCHA and MFA provide secure accessible alternatives?
Can users recover from failure, timeout, expiry or rejected documents?
Are SDKs, vendors and human-assistance routes included in ownership?
Test the barriers people actually meet.
Standards mapping
WCAG 2.2 AA, EN 301 549, Section 508, EAA, IS 17802 and applicable procurement requirements.
Actionable findings
Task-level evidence with impact, affected users, reproduction steps, remediation guidance and ownership.
Defensible reporting
Retest results, conformance mapping and structured evidence for product, legal and procurement teams.
Turn every verification barrier into a clear action.
Enabled.in helps teams review KYC journeys, test web and mobile experiences, validate assistive technology support and prepare evidence for accessibility and procurement requirements.