A guided video path that fits a phone screen
The mobile camera journey is the customer-facing flow used during a remote identity check. The person joins a short guided video session on a smartphone, shows an ID document, and follows on-screen prompts while a trained agent checks the document image, the face, and the session quality before the account moves forward.
It is built for South African onboarding where the customer is not in the room with the verification team. The flow can support face comparison, liveness prompts, document framing, and consent capture, with records kept for internal controls and FICA-style customer due diligence steps in general terms.
- Guided camera prompts for front and back ID capture
- Live face comparison against the document image
- Liveness checks to reduce spoofing risk
- Consent wording and audit record capture
- Session notes for quality review and escalation
Where this journey works best in day-to-day onboarding
This format suits banks, fintech teams, insurers, lenders, property platforms, credit providers, and any business that opens accounts online. It is also useful where customers are spread across Johannesburg, Pretoria, Cape Town, Durban and Gqeberha, or where branch visits are awkward for working people, students and remote clients.
The journey works well where you need a controlled check but do not want to lose the customer to a long form or a clumsy upload screen. It helps when the compliance team needs a repeatable sequence that staff can follow and supervisors can review later.
- Remote account opening and customer onboarding
- High-volume sign-up flows with varied device types
- Remote customer verification for national client bases
- Teams that want one guided process, not ad hoc checks
Sizes and options for different onboarding volumes
We set up the journey in practical variants depending on volume, device mix and how strict your internal review steps are. Some clients need a lean flow with a short document capture and a face match, while others want extra prompts, added review states, or a tighter escalation step for uncertain sessions.
Options can be mapped to the way your staff work with applications, exceptions and handovers. Where needed, we can shape the script, step order, and agent prompts so the process matches your internal file handling and customer risk tiers.
- Basic guided session with document capture and face comparison
- Extended flow with extra prompts and escalation states
- Agent script design for consistent wording
- Quality monitoring rules for sample review
- Refresh training when process steps change
Integration points your technical team will ask about
The mobile camera journey can sit inside a wider onboarding stack, so the handover to your system team matters. We map the session flow, the API touchpoints, the event notes, and the point where a verified or escalated outcome must land in your internal records.
For live rollouts, the practical work often includes pilot launch support, change request handling, and reporting fields that show where sessions stall or need follow-up. Our integration lead works with your technical team on the order of events, while the verification team lead keeps the human review side consistent.
- API coordination for session status and outcome handoff
- Workflow mapping for the full customer journey
- Escalation design for unclear images or failed liveness checks
- Operational reporting for internal review and control
Fitting the journey into your staff process
This is not a loose add-on. The team handling onboarding needs clear steps for what the customer sees, what the agent sees, and what happens when the capture is poor or the face does not match. We usually shape the agent script, the review checklist, and the handoff rules together so the process stays usable under pressure.
Training matters when the same journey must work across branches and remote teams. Staff need to know where to pause the session, when to request a clearer image, how to mark an exception, and how to store the record in line with your internal policies and POPIA-related handling rules.
- Staff training for onboarding and support teams
- Script design for clear customer prompts
- Quality assurance checks on live or sampled sessions
- Escalation design for edge cases and failed checks
Care, records and the details to confirm
The journey needs tidy handling, not heavy maintenance. Keep prompts current, review scripts when your internal rules change, and check that records are stored in a way your compliance team can manage. If the customer base shifts, or if your agents need sharper guidance on document types, the flow should be updated before problems spread through the queue.
Before ordering, confirm the document types you want accepted, the face match threshold used in your review process, the liveness steps, the languages or wording you want in the prompts, and whether your team needs pilot support, go live stabilising, or refresh training after launch.
- Accepted document types and expiry handling
- Face match and liveness step wording
- Language, tone and consent text for the journey
- Escalation route for uncertain or failed sessions
- Record keeping fields and reporting needs
Key facts
| Journey type | Mobile-friendly remote video identity verification flow |
|---|---|
| Core check | Guided ID capture, face comparison and liveness review |
| Customer device | Smartphone camera, mobile browser or guided app flow |
| Control points | Consent capture, session notes and audit records |
| Rollout support | Workflow mapping, integration planning and staff training |
| Service areas | Johannesburg, Pretoria, Cape Town, Durban and Gqeberha |
