ID Verification and Scanner

Company

Spring Financial

Project Date

July 2022

My Role

Lead UX Designer

Project Overview

Spring Financial's analytics revealed a major drop-off point in our Personal Loan application during the document upload stage. Using design thinking, I identified that this stage felt more like a commitment for users, turning exploration into a more absolute process. There was also the issue of not having an in-application camera scanner to upload the users ID forcing them to exit the application to take a photo of their identification. After reviewing our designs, we implemented changes that reduced the drop-off rate by ~33% in the first month.

Project Goals

There were three main goals of this project:

Reduce user drop-off rate of the Personal Loans application
Refine the ID Verification step of the application that can also be applied to other applications depending on its success
Provide users an in-application ID scanner

The Problem

We anticipated a high drop-off rate at this stage due to the nature of the documents required, but we wanted to ensure that design and functionality weren’t contributing to it.

Since this step asks users for multiple documents, how could we give them enough notice to gather everything at once without making the task seem cumbersome? We also aimed to include a feature for scanning documents directly in the application using their phone cameras.

92%

of users are mobile

3 seperate documents needed

Working Process

Below are the original designs for what this step of the application looked like before the redesign.

Main Issues Identified

No indication of which documents the user will need to provide upfront. This results in frustration and multiple trips to retrieve documents.
The tips for uploading are not visual, therefore not quickly recognizable.
A camera icon was used for the 'Upload Your ID' CTA which is visually confusing as the user was unable to use their camera for this process. It only allowed them to upload an existing image within their camera roll.

Things that Worked

Giving the users the ability to skip this step and come back to it.

Wireframe Explorations

Version 1

Keeping things very similar to the original design, but make a few key changes to the tips and guide for taking the image.

Key Things to Note

Updated the icon and language of the Scan and Upload CTAs

Make uploading tips visual to reduce the amount of documents uploaded that are not usable

Version 2

Completely change the flow of this process by adding a complete document breakdown right at the beginning. Show the users exactly what they will be asked to upload so if they need to get up and get these documents, they can do so in one trip reducing frustration and drop off.

Key Things to Note

Showcasing what the users will be asked to provide upfront and clearly

Providing users a 'Help' CTA that will connect them with the live chat feature for guidance

Provide clear indication of what we're asking the users to provide

Keep the ability to skip this step, as well as both upload an existing image or take a new one through the application

Clearly show what image they scanned / uploaded and give the user a simple way to remove the image to upload or scan a new one

Take the user back to the main base showing documents that. are still needed and the steps that have been completed

Final Version