SBI - Merchant Verification Portal

Fintech - Merchant

The existing SBI Merchant Verification Portal was built to onboard merchants through agents or self-registration. However, the experience was cluttered, time-consuming, and error-prone, especially during document verification.

Main Goal

To simplify and speed up the merchant verification process by creating a clean, modular, and intelligent interface that empowers approvers to:

• Review and verify documents individually without rejecting the entire set.
• View, comment, and act directly within the portal — no downloads needed.
• Reduce verification turnaround time and errors.
• Offer a frictionless onboarding experience for merchants and agents with faster login and clearer guidance.

Key pain points

• The interface was filled with long, dense forms and unclear layouts.
• Approvers had to manually download every document (Aadhaar, PAN, etc.) to review them.
• If one document failed verification, the entire set had to be rejected and re-uploaded — even the correct ones.
• The process created bottlenecks and frustration for both merchants and approvers.

Exploration

To uncover friction points, I analyzed how approvers and agents interacted with the system across daily workflows.

Insights:

• The biggest slowdown occurred when approvers had to recheck all documents for a single rejected upload.
• Agents reported confusion due to non-sequential document layouts and missing contextual cues.
• Repeated login interruptions reduced efficiency across high-volume verification cycles.
• Iterative Refinement – Polished screens for fast and intuitive interactions

Design goals:

• Make verification faster and modular, not all-or-nothing.
• Present document uploads in a clear, visual sequence.
• Enable quick feedback and re-verification at the document level.
• Improve accessibility and reduce visual clutter with a structured layout.

Solution

The redesigned SBI Merchant Verification Portal introduces a streamlined, step-based interface for both merchants and approvers.

Quick Login with Outlook Integration

Added single-click Outlook login for faster access, reducing repetitive credential entry.

Interactive Dashboard Overview

Introduced a comprehensive dashboard to give approvers and managers instant visibility of system activity.

Stepper-Based Document Review

Each document (Aadhaar front, Aadhaar back, PAN front, PAN back) is presented in a step-by-step review flow, allowing approvers to preview, approve, or reject documents individually.

Inline Comments with Prompt Component

When rejecting a document, approvers must provide feedback via a Prompt pop-up (e.g., “Image too blurry”).

Left Sidebar Summary Panel

• Displays all merchant and agent details clearly for quick cross-reference.
• Reduces page switching and cognitive load.

From Screens to Experience

Explore the redesigned verification portal in action — experience faster approvals, organized document review, and a smoother merchant onboarding flow.

Impact

The redesigned portal transforms a tedious, error-prone workflow into a structured, efficient verification experience.

Projected Outcomes:

• 50% faster verification time through modular approvals.
• Fewer re-uploads, since only incorrect documents are rejected.
• Clearer communication between approvers and merchants.
• Improved agent productivity with quick login and streamlined navigation.
• Reduced visual fatigue thanks to a decluttered, step-based interface.

What I Learned 🧠

Redesigning a high-volume verification system taught me how micro-interactions and process visibility can transform efficiency for internal teams. I also learned the importance of balancing security, speed, and usability when designing tools for financial institutions.

Thank you for taking the time to explore SBI QC Portal.

This project was a great opportunity to redesign a complex internal system into a streamlined, efficient, and intuitive experience for approvers and merchants alike.