Verification app re-design

Client

Infotrack

Product Designer

As part of a strategic initiative to enhance user experience and address client feedback, I led a redesign project for InfoTrackID, a digital and secure Verification of Identity (VOI) solution offered by InfoTrack. The primary goal was to streamline the user journey, making it more intuitive and efficient for clients to order and fulfil the verification process.

Users have reported difficulties navigating and utilising InfoTrackID, particularly during the processes of ordering a VOI (Verification of Identity) and fulfilling the verification process. Additionally, consumers find the self-verification process lengthy and cumbersome. This feedback underscores the urgent need for substantial improvements in the platform's user experience to enhance usability and efficiency.

After analysing user feedback from over 100 surveys and 2 hours of screen recording, the product manager and I set out goals and an order for the re-design process.

Identified as the most significant bottleneck through audit with product managers.

Urgent need for redesign to alleviate bottlenecks and improve user experience.

Likely causing delays or hindrances in the ordering process.

Identified as a significant area for improvement during the audit.

Often leads to error messages or abandoned attempts, impacting user experience.

Requires immediate attention to enhance usability and reduce frustration for consumers.

Considered the least urgent among the three components.

Previous enhancements and newer technology have reduced errors and mistakes.

Still warrants redesign for further optimisation, but not as critical as the other two components.

The new experience leverages data showing that 95% of clients are using the same inputs for their orders. I've defaulted the most popular inputs and the result is a single click checkout experience.

Enhancements to document data verification, instructions, and liveness checks significantly improved the user experience, resulting in smoother processes and higher completion rates. The process was much more accurate and easy to run through.

The enhanced verification process eliminates the need for clients to navigate through numerous pages to verify their identity. This design prioritises visual cues to notify users of identification documents that haven't been uploaded correctly.

50% Increase in Weekly Sales Following the redesign, there was a significant increase in weekly sales, indicating improved client satisfaction and engagement.

Doubled Daily Sales Revenue Daily sales revenue doubled from 2.6k to 5.2k, reflecting the positive impact of the enhanced user experience on business performance.

85% Decrease in Ordering Time Clients reported a substantial reduction in the time required to place orders, resulting in greater efficiency and productivity.