Week one: the audit

Ranked now, next and later

1. NowOne failed upload clears every document in the batch. Applicants start again or leave.EngineeringUpload documents · 31% of applicants stop here
   Finding 1 of 5, opened. Every row has this behind it.

   Where

   Upload documents, step four of six. One screen, three states reviewed: empty, partly uploaded, failed.

   What happens

   The batch goes up as one request. If one file fails the size or type check, the response clears all of them and the screen shows a generic error that names no file.

   Evidence

   31% of applicants who reach this step never submit, from your analytics over the last ninety days. Nine of the fourteen support tickets tagged upload in September describe uploading everything twice. Two of the three analysts said they ask applicants to email the documents instead.

   Fix

   Keep every file that passed. Name the one that did not and say why. Let it be replaced on its own. Show the size and type limits before the first upload rather than after.

   Effort and week two

   Engineering, two to three days, no design system change. This is the first screen the prototype builds, with the real states: partial failure, retry, submitted.

2. Now“Ultimate beneficial owner” is asked with no explanation, so sole traders guess.DesignOwnership · 2 of 3 support tickets this month
3. NextAnalysts re-key company details the applicant already entered.ProductReview queue · about 6 minutes a case
4. NextKeyboard focus is lost when the address lookup closes.EngineeringBusiness details · WCAG 2.4.3
5. LaterStatus emails don’t say what the applicant has to do next.DesignEmail · low volume, high frustration

Shortlist for weeks two to four: the first three, built as one journey from business details to submitted. Walked through with your team on Friday, one hour.