For my first project at First Advantage, I supported the Profile Advantage Team with an ID Verification product that was released to the market.
The efforts of this product had already started without UX involvement and was in a tight timeline, so we did not follow the traditional design process. This made things a bit tricky, but I tried my best to follow as many parts of the design process as I could, including sketching, getting feedback, creating mockups, getting feedback once again then iterating, then user testing with the Customer Success team here at FADV.
I wanted to display the process that I went through and different iterations of RightID before we went into development.
First, we created a customer journey map to align on what things the ID Verification will include.
brainstorming and mapping out necessary components of the web application
After showing my sketches to the team, I received feedback and understood the direction for the next step of iterations. I created higher fidelity mockups, keeping in mind the existing Profile Advantage style and branding but also adding new elements of my own as there were several components that don’t currently exist in the style guide. However, I kept the wording and features general as this mockup would be a pitch for the MVP and not the final product. Through this process, I was able to use more of my visual design skills and understand the importance of getting feedback. For instance, in one of my feedbacks I noticed that I was not leaving enough space for margins. Having a second eye to critique these factors pointed out the things I missed while reviewing my own work.
insert photo of mockups
Talk about mockups and thinking about expanding in greater detail
insert photo of user testing
Key insights/what I did with that information
User Testing results
I tested with people to understand if users would understand the general flow, and made notes for any sections where they expressed confusion or “failed” the task at hand. My main goal was to understand if users prefer images vs. verbal instructions or a combination of both. These were the results:
Key insights:
“I’m not going to read everything, I usually skim, so pictures help”
“In the end, I need to know exact next steps and if I’m completely done with the process - is it safe to close out now???
Users preferred version 1 of a certain section while other users preferred ______. since i had 6 testers in total, I took the majority of the opinions and
Test results:
User 1
Passport photo tutorial on the camera. “If you’re not on the screen anymore and clicked next, you might forget the instructions so it helps to see just before taking the photo”
Steps on one page vs. dot navigation. “Some people might have user error b/c they might not realize what all the steps are - I like seeing them all on one screen”
“I like the video for the passport so I can know exactly how to take a photo of it”
“I’m a little confused by the capture button on the capture ID/passport b/c I can’t tell that I’m supposed to click the camera button/ it was hard to see
“I like the “here are things to keep in mind” screen because it shows me what not to do
“For retry, I might want to see more directions on what part of the selfie wasn’t clear/what was not able to get validated maybe remind me about lighting or positioning my face”
“I would expect ‘retry’ to take me back to the selfie portion.
User 2
“I like that I can see there are 4 steps, but to be honest I just skimmed over it, so I would like the dot navigation better so I wouldn’t skip”
“I like the ‘here are things to keep in mind’ screen but I would want this set of instructions to show in a tooltip or something, b/c when I click “Continue” I expect to actually “continue” to taking my photo
“Selfie photos in varying distances.. I’m assuming the example photo is to show how far to extend your arm”
When it opened the camera, I was confused b/c I normally press “Disagree”.. it wasn’t clear that I was supposed to take a selfie through the app
“I would expect the guidelines to turn green when it’s verified”
when I get to “retry” screen, I would expect to see that much before the end of the flow.. I’d be frustrated if it’s telling me the selfie didn’t get validated but then I didn’t realize till the end. Also, what is wrong with the selfie —> it should tell me what I did wrong or I would do it wrong again.
In the last screen, it needs to tell me if I’m completely done, then “you may close out of your browser” or something like that so I will know I am completely done”.
Asha: Point out the glare/blur in the photo b/c it’s hard to see what exactly Is wrong with the photo examples
User 3
“I like having the Steps vs. dot navigation - the dot navigation instructions make me feel like it’s so much more work than just 4 quick steps.
When it opened the camera, I was a little confused b/c it wasn’t clear to me that the app was going to take my selfies for me - I thought I was going to be able to upload them myself.
Edit* later in the screens when it says “We’ll take a selfie photo” it’s more clear that they’re taking it for me.. maybe those similar wording in the beginning would’ve helped
“Decision Processing” is confusing… Idk what kind of decision it’s making for me
Success screen - I’m assuming it’ll send me a text?
