Tackling UX Debt across massive platforms
Paper Cuts
Project description
I led the strategic enhancement of AWS's Computer Emergency Response Team - India (CERT-In) compliance solution, focusing on document-based verification implementation to meet critical regulatory requirements. This initiative was essential to protect AWS's $8.78B revenue stream in India and prevent potential legal consequences for AWS leadership.
Process
Discovery & Requirements
The process began with a thorough analysis of gaps in the existing AWS sign-up customer verification flow. Based on legal compliance regulations, the specific document requirements for different customer segments were pinpointed. B2B customers require Personal Account Numbers (PAN) or Corporate Identity Numbers (CIN) documents, while B2C customers could use PAN, Voter ID, Driving License, or Passport. The legal team we worked with conducted a comprehensive assessment to determine the security and compliance requirements necessary for proper document handling and storage.
We established comprehensive document upload specifications, where I specifically advocated for the inclusion of .heic file format support alongside traditional .jpg and .png formats. This decision was driven by the recognition that many customers would be using iOS devices to capture document photos, and .heic is the default format for these devices. By supporting .heic files, we eliminated the extra step of format conversion that customers would otherwise face when transferring photos from their phones to laptops, thus reducing friction in the document submission process.
The team implemented strict document validation parameters, including a 5MB size limit and specific pixel quality requirements to ensure document clarity. A user-friendly document preview and verification consent flow was designed to enhance the customer experience. The design library was expanded with the addition of a new document crop feature to improve document submission quality.
Design & Prototyping
The design journey began with an analysis of AWS's existing onboarding flow mockups, where I identified opportunities to integrate CERT-In compliance requirements. The primary challenge was incorporating document verification seamlessly into the existing experience. The cornerstone of this enhancement was the new document upload functionality, which needed to align with Cloudscape, AWS's design system, while introducing new capabilities.
A contribution to the AWS design system was my proposal for a new document crop component within Cloudscape. This feature was essential for ensuring submitted documents met verification requirements while maintaining AWS's high standards for user experience. After creating and presenting the component, I successfully obtained approval for its integration into the AWS design system, expanding Cloudscape's functionality for future compliance needs.
The verification flow required careful consideration of logical input ordering, as it needed to serve two distinct user journeys. For new customers, I designed a streamlined, single workflow that incorporated document verification naturally into the sign-up process. The more complex challenge was addressing existing customers who had previously provided information but now needed to submit verification documents. For these users, I designed an immediate prompt upon login that required document submission before they could proceed with their AWS tasks, ensuring compliance while minimizing disruption to their work.
This dual-pronged approach ensured that both new and existing customers could efficiently complete their verification requirements while maintaining the intuitive experience expected from AWS services.
Solution
After thorough discovery and design phases, we implemented a comprehensive document verification system that streamlined how both new and existing India-based customers interact with AWS's verification requirements. The solution integrates intelligent document type recognition, secure storage protocols, and automated verification processes while adhering to AWS's tight security standards. By thoughtfully extending the existing AWS onboarding pattern, we introduced a new crop component to the Cloudscape design system, ensuring consistent user experience across the platform.
The verification flow was strategically restructured with a logical reordering of form fields based on established UX input patterns, creating two distinct but cohesive journeys for new and existing customers. This approach not only satisfied CERT-In compliance requirements but also maintained AWS's commitment to user-centric design. The system's architecture supports multiple document types for both B2B and B2C customers, with built-in security measures for document processing and storage, all while preserving AWS's onboarding experience.
Results
The implementation of the CERT-In compliance solution successfully protected AWS's market position in India while establishing new standards for secure customer verification. The solution's seamless integration into existing systems demonstrated that complex regulatory requirements could be met without compromising user experience. The primary key impact areas include:
User Experience Enhancement
Successfully integrated new verification requirements into AWS's existing onboarding patterns through the implementation of a new crop component in Cloudscape and optimized form field ordering, maintaining AWS's commitment to superior user experience while meeting compliance demands.
Scalable Compliance Framework
Established a flexible verification system capable of handling multiple document types for both B2B and B2C customers, creating a foundation that not only meets current requirements but can adapt to evolving regulatory needs.
Market Protection & Revenue Safeguarding
Secured AWS's position in the Indian market by ensuring regulatory compliance, protecting a critical revenue stream of $8.78B over two years and preventing potential legal consequences for AWS leadership in India.
Get in touch! aarushg@gmail.com