Where the live check belongs in your onboarding flow
Workflow Mapping starts with your existing customer journey. We look at the point where a guided video session should open, which teams need to see the result, and which account actions must wait until the identity review is complete. That includes the first application step, document capture, face comparison, consent capture and the route into approval or decline handling.
For many businesses, the pressure point is not the video session itself, it is the handoff after the review. We map that handoff so your sales team, operations team and verification staff are not working from different assumptions.
- Place the live check before account activation or sensitive access
- Define who reviews borderline cases and who closes the loop
- Separate routine approvals from escalations and manual review
What we map, line by line
We break the process into practical stages and write out what happens at each point. That includes customer prompts, the order of checks, document quality requirements, liveness checks, consent wording, record storage and the final status that gets passed into your system.
This is useful when your onboarding has more than one route. Some customers complete a straight-through review, while others need extra checks before the account can move forward. We map both paths so your team is not guessing when the live session ends.
- Input fields and customer prompts before the session starts
- ID document capture, face comparison and liveness checks
- Outcome states, review notes and escalation triggers
How the mapping session runs
We begin with your current workflow, then test it against the way a remote identity session is handled in practice. If your onboarding is already live, we review the actual steps your team follows. If the flow is still being built, we map the intended route and flag where the operational points need to sit.
The mapping work is detailed enough for technical teams and practical enough for operations staff. It gives both sides one version of the process, which helps when API coordination, staff training and script design all have to line up.
- Current-state review of your onboarding path
- Process map for approved, failed and escalated cases
- Notes for integration planning and staff training
Controls for consent, records and audit trails
Remote verification needs careful handling of consent, document records and review notes. We map where consent is captured, what gets stored, how the verification record is labelled and which team keeps access to the supporting file. For customer due diligence and FICA-type onboarding controls, the paperwork has to match the operational path, not sit apart from it.
We also map the checks around quality and review history. If your team needs to re-open a case, investigate a mismatch or trace a manual override, the route should already be clear. That is where a tidy workflow saves time and reduces confusion later on.
- Consent capture point and retention notes
- Review log structure for failed or escalated cases
- Access routing for operations, QA and client teams
Turnaround and pricing approach
Workflow Mapping is usually scoped to the number of journeys, handoffs and exception paths in your onboarding process. A single customer flow with one approval route is different from a multi-step process with manual review, staff escalation and system handover. We price the work to match that complexity.
The turnaround depends on the volume of steps to map and the number of teams involved. A cleaner process takes less handling than a flow with several business rules and approval layers. Once the scope is clear, we set out the mapping work in a way that suits your rollout plan and internal sign-off cycle.
- Pricing based on process complexity, not guesswork
- Scope can include new flows or existing flows
- Extra routes can be added when onboarding changes
Aftercare when the flow changes
Onboarding processes do not stay fixed for long. Product teams adjust the customer journey, operations teams tighten checks, and integration rules move as systems change. After the initial map is done, we can assist with refresh training, change request support and updated routing notes so the process does not drift.
That support is practical. It may mean revising a step, changing who handles an exception, or updating the order of checks after a system change. The aim is to keep the live verification step aligned with the rest of the onboarding process.
- Refresh training for staff who work the process
- Change request support when the flow shifts
- Updated notes for escalations and approvals
Key facts
| Service | Workflow Mapping |
|---|---|
| Base | Rosebank, Johannesburg |
| Coverage | Johannesburg, Pretoria, Cape Town, Durban and Gqeberha |
| Main use | Placing remote video identity checks inside onboarding |
| Related services | Integration Planning, API Coordination, Staff Training |
| Delivery focus | Process maps, handoffs, exceptions and record flow |
