Challenge
An e-wallet holder hit a ceiling. Without a verified status the useful limits stayed closed, and the only way to get verified was in person, which ruled out almost everyone outside the capital. We took on moving the whole procedure online: apply, pay, upload documents, receive the status.
Solution
The service was cut down to one short funnel with everything removable taken out. Every step was saved, so an application abandoned halfway did not start over, and the applicant could see the status without writing to support.
Inside, operators worked from a queue: applications were distributed, claimed, and could not land on two people at once.
Architecture and implementation
The parts that mattered:
· a public application form that saved an unfinished draft
· payment for the service taken online
· document upload and storage for the applicant
· a moderation queue that locked an application to one operator
· statuses visible to the applicant, with notifications on every change
In a system built around documents from strangers, the value is less in storage than in the record of who decided what, when and why.
Result
The service was popular and handled up to a thousand applications a month. That number, rather than the shape of the form, is the point: a daily flow of documents and money from strangers went through it and was resolved without anyone stitching spreadsheets together.
The payment system it was built around no longer operates in Russia, which is why this case is written in the past tense.
