Verifier, a face ID verification application developed by KnowYourX, needed to be optimised to improve the user experience and streamline the verification process in order to grow user satisfaction and process efficiency. I was given the task of identifying problem areas and creating a clearer and more straightforward experience for both users and agents.
I conducted competitor and user research and participated in a problem definition workshop with the project team where several issues were pinpointed:
Unnecessarily long user journey in the app
Many non-essential screens, driving the interaction cost up and causing user fatigue
KYC agent verification section was not properly integrated into the user journey and did not provide adequate guidance
KYC agent platform did not provide a step-by-step view of user ID verification progress, making it more difficult for agents to effectively perform compliance checks
Turning ideas into prototypes
To address these issues, I produced low fidelity prototypes for a streamlined user journey, improving the integration and guidance of the KYC agent check section, and for the KYC agent platform, providing a clear, step-by-step representation of the verification progress and needed guidance.
Testing and iteration
Testing was conducted to gather feedback from users and agents on the usability, functionality and overall experience of the new design. This feedback was then used to make the necessary improvements and refinements, leading to the creation of a high-fidelity prototype.
The redesigned user journey on the verification app is now simpler and easier to follow, with a streamlined user flow and improved interface. The structured flow of face ID verification on the agent platform increased process efficiency and eliminated friction points. Overall, the redesign improved the user experience, raised user confidence and streamlined the verification process, enabling KnowYourX to achieve its goal of bettering its product.