# 1. Survey Overview (Briefly state the context) This survey is designed to understand user behavior and friction points during the Identity Verification (KYC) and bank card linking process in a cross-border FinTech payment app. The goal is to identify where users typically drop off and explore the underlying concerns—particularly around data security, trust, and usability—among freelancers and remote workers who frequently receive international payments. --- # 2. The Survey Questions **1. What best describes your current work situation?** *(Screener)* * Full-time freelancer * Remote employee (full-time) * Hybrid worker (mix of remote and office) * Self-employed with clients across countries * Other (please specify) --- **2. In the past 6 months, which of the following activities have you completed in financial or payment apps? (Select all that apply)** *(Screener)* * Completed identity verification (KYC) * Linked a bank card or bank account * Received international payments * None of the above * Prefer not to say --- **3. How often have you completed identity verification (KYC) processes in fintech or payment apps?** * Never * 1–2 times * 3–5 times * More than 5 times --- **4. Have you ever started but not completed an identity verification or bank linking process in a financial app?** * Yes * No * I don’t remember If yes: * Once * A few times * Many times --- **5. At which step(s) have you typically stopped or faced difficulty during verification? (Select all that apply)** * Uploading identification documents (passport/ID card) * Taking or uploading a selfie/photo verification * Entering personal information (address, name, etc.) * Linking a bank card or bank account * Waiting for approval/review * I have completed the process without issues * Other (please specify) --- **6. How comfortable do you feel sharing personal identification documents with fintech or payment apps?** *(Likert scale)* * Very uncomfortable * Uncomfortable * Neutral * Comfortable * Very comfortable --- **7. What factors have contributed to hesitation or stopping during KYC or bank linking processes? (Select all that apply)** * Concerns about data security or misuse of documents * Lack of clarity in instructions * Too much time required to complete the process * Technical issues (app errors, upload failures, etc.) * Fear of verification failure or rejection * Lack of trust in the service provider * Request for more personal information than expected * I have not experienced hesitation * Other (please specify) --- **8. Please describe your most recent experience completing—or attempting to complete—identity verification or bank linking in a fintech app. What stood out to you?** *(Open-ended)* --- **9. What was the most frustrating or difficult part of identity verification or bank linking processes you have encountered in fintech apps?** *(Closing open-ended)* --- # 3. UX Rationale * **Q1 (Screener):** Identifies whether the respondent belongs to the target audience of freelancers and remote workers engaged in cross-border financial activity. * **Q2 (Screener):** Filters for relevant behavioral exposure to KYC and banking flows, ensuring responses come from users with real experience. * **Q3:** Measures frequency of exposure to KYC processes to understand user familiarity and potential normalization vs. friction sensitivity. * **Q4:** Captures drop-off behavior directly, helping quantify abandonment and identify whether it is a recurring or isolated issue. * **Q5:** Pinpoints exact friction points within the KYC journey to map where users experience breakdowns in the flow. * **Q6:** Assesses baseline trust and comfort levels around sensitive data sharing, a key psychological factor in KYC completion. * **Q7:** Identifies perceived barriers and underlying concerns, including security, usability, and transparency-related issues. * **Q8:** Provides contextual qualitative insight into real user experiences, capturing nuance that structured questions may miss. * **Q9:** Surfaces the most salient pain points from the user’s perspective, helping prioritize UX improvements based on emotional and practical impact.