Capabilities and Needs Profiling of Users

Customer onboarding in DFS relies on Know Your Customer (KYC) processes to collect basic details like demographics, tax information, and income. While these profiles help meet regulatory requirements, they are often riddled with errors and fail to provide meaningful insights into users' actual needs or financial behaviors.

KYC processes overlook key aspects such as financial experience, digital literacy, and functional capabilities. Without understanding these factors, service providers miss the opportunity to tailor products, support, and experiences to users. As a result, many users receive generic services that may not align with their actual needs or level of comfort with DFS.

Expanding user profiling to include financial and digital competence can enable more relevant and adaptive DFS experiences. Instead of a one-time assessment during onboarding, profiling should be an ongoing process, evolving with user behavior and engagement. This continuous approach ensures that users receive timely, personalized solutions that support their financial growth and confidence.

Improved Profile Capture

Profiling can go beyond basic details. By asking better questions and using agents and technology, service providers can capture users’ capabilities and needs—enabling more relevant products, better support, and sustained usage.

Continuous Profile Building

Extended KYC goes beyond initial onboarding by gathering deeper user insights over time. This enables personalized in-app experiences with tailored services, features, and language through quizzes and polls.