SKU PROJ-005 · Release 2023 to 2024
The KYC reform at AXA France: document collection scattered product by product, sometimes without identification, to bring onto one secure platform. For 10 million customer files, without breaking the experience.
With the KYC reform, AXA France must guarantee client data compliance by rigorously verifying identities. Supporting documents (ID cards, contracts…) were collected product by product, without standardized security criteria: some tools even accepted uploads by URL without any identification. Collection had to be centralized on platforms synchronized with Salesforce, security and traceability reinforced, in an environment of thousands of employees and millions of clients.
It all started with an audit. Personas made it possible to identify who is involved in a document request; with the business teams and squads, we mapped the journeys product by product, then the data flows at a high level, to see where KYC compliance comes together.
Secur'Axa, the secure platform already used for claims, was chosen as the central KYC solution: protected access, compliant with standards. We adapted it to the different journeys in co-design with the front-end developer, and the components were aligned step by step with AXA France's new design system. An API version is planned for subscription journeys; in the meantime, a temporary solution for agents.
Built-in OCR reads the content of documents: processing time was halved, and two thirds of documents are validated on the first pass. Accents and maiden names still need some tuning. Before launch, about ten participants tested the journey on Testapic.
Secur'Axa became the central KYC platform: fewer inconsistencies in how client data is handled, better traceability, an interface aligned with the design system, for more than 10 million records in Salesforce. The new security requirements made some journeys a little longer: a trade-off accepted for compliance.