goID™ Wallet is a secure digital wallet that allows you to store copies of your IDs (e.g., Driver’s license, Passport) on your mobile device. It lets you control the data you share with people who want to verify your identity.
As the Lead UX designer on the goID™ project, I worked with the UX Director & Product Manager to help introduce design thinking and Human-Centered Design to an Agile Product development environment.
I collaborated with two Senior Designers from the HID UX team to improve the usability of the goID demo applications and develop new business concepts and features.
-Improve the Usability of the app
-Develop User Experience from SDK functionality
-Ensure SDK meets market requirements
Figma
Miroboard
Invision
HID Global is a manufacturer of secure identity and access management products. HID markets an SDK (Software development kit), goID™, that is capable of managing the lifecycle (application, issuance, and verification) of mobile IDs like Driver’s licenses and passports).
A Mobile Driver’s License (mDL) is a digitally signed version of your physical Driver’s License that is stored on your mobile device (i.e., Mobile Phone or Tablet) goID Wallet.
One of HID’s software teams had been working on a mobile Demo app to demonstrate the capabilities of the goID SDK. I was tasked with introducing User Experience methods to the project.
-Fast-paced Agile environment.
-Design has to conform to ISO standards.
-Design has to align with SDK functionality
I contacted stakeholders and Subject matter experts (SME) and conducted interviews to gather details about the opportunity.
This helped me understand their interpretation of the target market we were trying to service and the target users.
I met with the UX Director and Product Manager to understand the project's goal and priority. Then we discussed our UX Strategy and outlined activities and metrics to track our progress.
We conducted a 4-day workshop to re-align business and user goals for the solution.
We synthesized the findings from the workshop and created a shared document. We used assets like personas, journey maps, and experience canvas to help the team align on the project's desired user experience and business goals.
We explored different ideas and potential solutions to users' frustrations with physical IDs.
After aligning with the team, we chose a design that would add the most value for the user.
We gathered feedback from users via remote testing. We evaluated how they interacted with the prototype and then made improvements after each round of testing.
Physical Driver’s licenses lack data security and share too many details in proof of identity scenarios.
If lost, strangers can access your date of birth, photo, and home address.
- Driver’s license cards can be lost or stolen
- Users have no control over how much data they share
- Counterfeiters can make very convincing duplicates of driver licenses.
- Driver’s license cards are handled in many scenarios and can transmit disease/bacteria.
I met with 5 Subject matter experts (SMEs)
I used these interviews to gather tribal knowledge on the problem and why the company was setting out to solve it.
What is the problem we are trying to solve?
Who are the people experiencing this problem, and what do we know about them?
I created six (6) personas and three (3) journey maps for roles ranging from Security Director to Front Desk agent across locations like hotels and federal buildings. We focused on the hotel scenario for our prototype.
We sketched out the scenario of a hotel guest checking in using an mDL. to encourage the team to think through all aspects of the experience relating to this particular scenario.
After aligning on the desired experience, I needed to gather feedback on the existing version of the app quickly, so I conducted Guerrilla testing at the company cafeteria.
After reviewing user feedback, we noted three (3) crucial elements to the experience.
I created a user flow to capture the main parts of the experience.
Manage your IDs or select an ID to share.
Here a QR Code is generated, and the user presents the QR code to the verifier to engage.
Once engaged, The verifier connects via Bluetooth and sends a request for identification.
The user sees a confirmation screen that shows the data they shared with the Verifier.
I experimented with variations of the Driver's License card and different ways the user could start the engagement.
I updated the look of the mDL and added an action button for the user to the engagement and initiate SHARE ID mode. I wanted to experiment with a QR code to engage with verifiers. The ID request page was updated to show information about who is requesting the ID details.
None of the participants recognized the QR code button as a way to share ID.
The word share gave users the impression that they were sharing their details immediately. However, before data sharing occurs, the user must connect to the verifier and establish a Bluetooth connection.
4 out of 5 participants were concerned whether the QR code could be screenshotted, thus giving hackers access to their data.
All of the participants liked the idea of having more control over the data they shared with verifiers.
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We continued to experiment with the language surrounding engagement.
We made changes to make the mDL look more like a physical DL.
We added contextual buttons like “Share ID” and “Profile.” We also updated the look of the ID card.
We added confirmation to be transparent about the data shared.
We added support for multiple documents. Users can now choose which ID document to respond with.
New & Improved version!
After combining all of the user feedback from previous versions, I created a new prototype version that supported multiple documents, such as car insurance and passports.
We needed a convenient way to present the user with different engagement options.
We made changes to make the mDL cards smaller to support multiple documents. We started to experiment with new button language for starting the verification process.
Users can see and select from multiple documents if available. They can make changes to the details they share from each document.
We changed the way the details were selected and shared with Verifiers.
We updated the confirmation page to show the requestor and the documents that were shared.
Introduced User Experience methods to Agile Development environment.
Tested new business concept.
Improved Usability and functionality of demo app.
Collected user feedback on Mobile Driver's licenses (mDLs).
Market research isn't a substitute for real User Research.
Department silos make it difficult to share information and align on efforts.
Refine the Prototype and do more user testing.
Build working prototype to continue with testing.
