PXL Vision for VIAC

Onboarding as a brand experience – not as an external process

A simple and straightforward customer onboarding process is crucial because it is the customer's first experience of the product. As the saying goes, 'You never get a second chance to make a first impression!' A poor user experience can be detrimental to conversion. With a digital investment solution in particular, this process must be secure, intuitive and trustworthy.

'The biggest challenge was the variety of devices and browsers that customers use,' says René Ineichen, CEO of VIAC Invest AG. 'Different camera and connection qualities can easily lead to errors and interruptions in the onboarding process, especially when users start the process spontaneously without having their ID to hand, or when they are in unfavourable environments.'

For VIAC, it was therefore clear that identification should not appear as an external process. It had to be fully integrated into the company's visual identity, tone of voice and user guidance. The challenge lay in achieving both technical feasibility and consistent brand and UX integration in order to minimise process interruptions.

Brand experience down to the last detail

VIAC opted for the white label version of PXL Ident due to the high demands placed on the flexible design of the user interface. A solution for customer onboarding was jointly developed that is technically embedded and integrates seamlessly into the VIAC app in terms of both aesthetics and functionality. All aspects of the design, including screens, interactions, notes, wording and imagery, were jointly revised, refined and coordinated until the result fully matched the VIAC look and feel. In addition to native integration, PXL Ident's passive liveness detection ensures the process remains as smooth and intuitive as possible for users, avoiding dropouts.

The jointly developed solution proved its strength from the outset: even with up to 2,000 customer identifications per day, the process ran smoothly and consistently, with no compromise to user guidance or speed.

The process became even more efficient when PXL Check was added and optimised. With PXL Check's assistance, manual internal post-processing could be designed to be carried out directly and efficiently by the VIAC team. Ineichen emphasises that this is crucial because even small optimisations, such as simplified click paths, have a significant impact on time and therefore costs when thousands of transactions are involved.

Why PXL Vision?

VIAC chose PXL Vision because of its regulatory expertise and technological foundation, but above all because it offered the possibility of customising the identification process so that it could form part of the company's brand identity. “We didn't want a standard solution that would be 'integrated somehow', but rather one that could be customised in detail, from screen flows and animations to text design. That's exactly what we were able to achieve with PXL Vision,” says Ineichen.

This close collaboration was intensive, but it was exactly this that made the difference for VIAC. VIAC was able to contribute its own suggestions for improvement, which were directly incorporated into the solution. The provider thus became a development partner. A generic identification process became a brand component. In short, a regulatory requirement became an efficient, simple and intuitive onboarding process that builds trust with customers.