The single biggest objection to AML implementation in client-facing firms is the friction it adds to onboarding. Done badly, CDD is a 20-minute interruption that kills the moment the customer decides to engage. Done well, it's a 3-minute step that signals the firm is professional and modern.
The four design principles
- Capture ID before the consultation, not after — link the verification to the booking flow.
- Use mobile-first verification — a QR code to the customer's phone outperforms emailing a form.
- Show the progress — customers tolerate 3 minutes of clear steps better than 90 seconds of opaque waiting.
- Default to the lowest-friction tier — push enhanced due diligence into a follow-up only when a flag triggers.
What this looks like in real estate
At the open home: the agent sends a QR code; the buyer scans, takes a selfie and a licence photo, signs the privacy notice. Total elapsed time: under 2 minutes. By the time the buyer is at the kerb, the verification has resolved and the agent's CRM shows a green tick.