About the Project
This project involved designing a full-fledged AI-powered internal tool to automate the CKYC (Central Know Your Customer) document verification process for Muthoot Capital, a leading NBFC in India.
Traditionally, CKYC involved time-consuming manual verification of Aadhaar, PAN, and other identity documents, which required significant manpower and delayed loan disbursement. The new system leverages AIFISE, a powerful document intelligence engine, to automatically process and validate large batches of identity documents with minimal human intervention.
As the sole product designer, I led the end-to-end process — from research and user flow definition to interface design and testing. The solution was designed to:
Reduce operational cost and manpower
Cut down the CKYC processing time from days to minutes
Provide real-time visibility into batch processing status
Offer intuitive error-handling tools for failed uploads
This product not only improves internal efficiency but also supports faster loan approvals for customers, making it a key contributor to Muthoot’s digital transformation journey.
Problem Statement
The manual CKYC verification process at Muthoot Capital was time-consuming, error-prone, and dependent on human operators. Admins had limited visibility into the progress or status of batch uploads and struggled with resolving failures efficiently. This created operational bottlenecks, delayed loan disbursements, and increased costs.
What Problem Does It Solve?
Reduces time spent on manual document verification
Minimizes errors in batch processing of Aadhaar, PAN, and other KYC documents
Provides visibility into real-time batch processing status for admins
Simplifies failure resolution with clear error logs and retry flows
Reduces operational costs and reallocates human resources to other tasks
Product Vision & Strategy
Vision
To create an AI-powered CKYC tool that helps Muthoot Capital process large batches of identity documents in minutes — with zero manual intervention and full admin control.
Strategy Highlights:
Build a system around speed, clarity, and control
Integrate AIFISE AI to automate the backend verification flow
Design a user-friendly admin interface for tracking, alerts, and error handling
Align user needs with business KPIs — turnaround time, cost reduction, and accuracy
How I Solved the Problem
Stakeholder Interviews
Interviewed CKYC operations managers to understand bottlenecks, pain points, and the current process.
Persona Definition
Defined the primary user as an Admin Operator responsible for managing document uploads and resolving batch failures.
Problem Mapping
Identified failure points in the manual workflow — especially lack of visibility, unclear error logs, and time-consuming retries.
UX Flows & Wireframes
Designed flows for:
Batch upload with real-time status updates
Failure alerts and retry options
Progress tracking dashboard
And many more
UI Design
Created clear visual states (success, failure, processing)
Designed intuitive tables, logs, and notification components
Focused on clarity, minimalism, and ease of action
Feedback & Iteration
Tested prototypes with internal teams and refined retry flows and log visibility based on feedback.
Reflection
What I Learned:
Designing internal tools requires clarity over complexity
Error states and failure handling are just as important as success flows
Cross-functional collaboration with AI and backend teams shapes realistic solutions
What I’d Do Differently:
Conduct early usability testing with a broader range of users, including field agents
Include mobile responsiveness for admins working on the go
Personal Growth:
This project pushed me to think beyond UI — balancing strategy, systems thinking, and execution. It strengthened my ability to define a product vision and own the process from zero to delivery.