IDentify - A digital solution for managing IDs
Type:
Passion Project // App Design & Web Design
Team:
Estefania Montaña (UX Design Lead)
Anissa Laura (UI Designer)
My Role:
Duration:
UX Researcher & UX Designer
9 months
Software:
Figma, InVision
My team and I designed a digital ID app for the Wonsulting 2020 Project. It's an app for people who regularly forget to take their IDs with them to the grocery stores, restaurants, concerts, or age-restricted venues, and given how regularly smartphones are used and how much convenience is valued, we found that this resonated with current generations looking for a secure digital wallet option.
Problem:
Physical IDs present many limitations in terms of storage and transportation that turn the task of carrying one's IDs complicated and unsafe.
Challenge:
How might we design a tool that allows people to carry their personal documents in a safe and convenient way that adjusts to their daily needs?
Research Methods
1
Mindmap
First, we explored, gathered, and clustered, information around the topic “Digital IDs” to form the theoretical base of the project:
The first step taken forward was to research information regarding digital IDs. All team members searched and collected data on the topic. Which then was summarized, organized, and presented through a Mind Map. This information would serve as our starting point for understanding the topic we chose to center our challenge.
2
Competitive Analysis
Conducted a competitive analysis of 6 competitors
to identify the current pain points of people using digital IDs (bugs and bad features), the unique features of each app that gave them a competitive advantage, features users want to see, and the most liked actions users can performs. With the competitive analysis, we were able to capture the following information:
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LA Wallet Smartphone app is the most comprehensive digital ID app available in the United States that offers functions for the Presenter and the Verifier. And their app can be verified by anyone as long as they have the app.
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Users would like access to customer support in case an issue arises.
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FaceID and TouchID login were popular features of the app.
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Users experienced issues when scanning their ID - it either scanned too quickly and didn't capture the ID, or it failed to grab all the information from the ID.
3
User Interviews
To solve the many questions that we had we decided to do user interviews to collect qualitative data that would help us define our challenge.
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The first step we took was brainstorming questions. Each member separately worked on taking note of all the questions that came to mind and then uploading them onto a shared board in the form of individual post-its. Each post representing an individual question. After all our questions were up, we then proceed to organize them by grouping questions that had a similar topic. Similar to how you create affinity maps.
We created an interview script to conduct 9 in-depth user interviews to understand...
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What ID's people use regularly, how they store these IDs, and pain points they experienced with ID use.
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Security concerns they have regarding IDs.
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How desirable a Digital ID would be to users.
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Experience using digital IDs in the past, if applicable.
Insights:
To analyze all the information collected through the user interviews we worked together to create an affinity map and then drew insights from each category. The insights gathered from each category, helped us come up with the 5 insight statements, along with the Persona, Problem, Design Challenge, and Design Principles.
Trust & Transparency are important
"Transparency" regarding the storage and usage of digital personal information is vital to ensure the user's trust because it addresses their major security concerns.
Need a sense of control
Users feel more comfortable having physical IDs they can manage/take care of because it gives them a sense of control that digital IDs do not.
Want unified solution to store and manage IDs
Users want a unified solution to store and manage their various IDs because handling multiple physical documents can be mentally overwhelming.
Interest in Digital ID solution
Users are interested in a digital ID solution, but they do not trust non-government backed companies with their information because they trust the government more with personal security.
Wary about carrying sensitive IDs
Users are wary about carrying sensitive IDs with them outside their home because of the consequences associated with losing them like identity theft and being difficult to replace.
Persona
The research allowed us to discover the goals, pain points, and frustrations of the persona.
Wireframes
We wire-framed the three key screens of the website: Landing Page, Login page, and Account Recovery Page. We did this because users expressed they would like a way to communicate with the customer service team, as well as have the freedom and ability to delete their account if they lost their phone. The website was created as a way to mediate security concerns.
The app wireframe screens address the findings we gathered during the research phase of the project:
Onboarding Screen
The onboarding screens include the 2 most important findings: users needed a unified solution to store digital IDs and a secure way to store their IDs, like two-factor authentication and blockchain technology.
Learnings
Understanding the problem first.
Learning the importance of identifying the problem first before solving it, and making sure assumptions don't skew the results of the research.
Working remotely in different time zones.
Working collaboratively in different time zones, scheduling meeting times that accommodated everyone's schedules and effectively communicating findings with the team despite working remotely.
iOS design patterns.
Learning how to design for iOS based on the design patterns established by Apple and incorporate design trends.
Research Methods.
Understanding different research methods, how to use them, and also how to make sure personal assumptions do not skew surveys questions and user interview answers.
Resolving Team Conflict.
Learning how to mediate conflict between the team. We originally started as a team of 5 and then became a team of 3 due to internal conflicts that arose.
