Document reverification

As one of my first major projects, I helped refine the document reverification process for the Jelbi app, making it easy for users to update their documents in line with legal requirements. I improved existing flows for clarity and usability and extended the design to the Back Office for efficient tracking and management.

From observation to action

When I joined, the project was already underway. I reviewed the brief, documentation, and designs to understand user and business needs. After evaluating the user flow, I identified improvements and worked with the team to refine the process and interface for a clearer, more efficient, and compliant experience.

Communication is key

One early challenge was communicating the reverification requirement clearly and smoothly. Together with the team, we created a strategy using in-app banners and emails based on document status.

Users with expired documents were guided to complete reverification, while those nearing expiration received reminders 30, 14, and 1 day before, plus a final in-app notification on the day of expiry.

Implementing a seamless journey

Once users were notified, we ensured a clear, intuitive reverification process with three entry points: account section, in-app banners, or reminder emails. The third-party verification was seamlessly guided by Jelbi, with instant feedback on success or failure. The account section displayed real-time document status and a countdown to expiration, keeping users informed and in control.

Creating clarity behind the scenes

Internal teams and clients needed clear visibility into reverification. I updated the Back Office to display document statuses, events, and timestamps in user profiles, enabling support and compliance teams to track progress, act quickly on issues, and maintain a transparent overview of the process.

Results and learnings

During the first three months, 8.7% of invited users successfully completed identity document reverification, while 15.3% completed driver’s license verification.

This was my first project after joining the company and a valuable learning experience. It gave me insight into client collaboration — from legal alignment to user experience — and revealed how much communication and iteration go into a single feature. It also strengthened my design and analytical skills, helping me understand how design balances user needs, business goals, and client expectations.