Unifying Identity Verification Methods at IDnow

Introduction

In the digital age, secure and seamless identity verification is paramount. IDnow, a Munich-based tech firm, specializes in online identity verification solutions, offering services like video identification, eID, and BankIdent. Their mission is to enhance digital safety globally while adhering to stringent European data protection standards.

Problem

Users and clients faced significant friction due to the separate identity verification methods at IDnow. Each method—videoIdent, eID, and BankIdent—had its own workflow, UI, and technical requirements, leading to

🔄 Confusing and time-consuming process – Users often struggled to understand which verification method to choose and how to complete the process.

📉 High drop-off rates – Users abandoned verification due to complexity and unclear guidance, impacting conversion rates.

💰 Increased operational costs – Businesses had to support multiple verification flows, leading to higher customer service costs.

🛠️ Inefficient agent workflows – Support agents had to manage multiple tools and troubleshoot different verification processes, slowing down issue resolution.

Introduction

In the digital age, secure and seamless identity verification is paramount. IDnow, a Munich-based tech firm, specializes in online identity verification solutions, offering services like video identification, eID, and BankIdent. Their mission is to enhance digital safety globally while adhering to stringent European data protection standards.

Problem

Users and clients faced significant friction due to the separate identity verification methods at IDnow. Each method—videoIdent, eID, and BankIdent—had its own workflow, UI, and technical requirements, leading to

🔄 Confusing and time-consuming process – Users often struggled to understand which verification method to choose and how to complete the process.

📉 High drop-off rates – Users abandoned verification due to complexity and unclear guidance, impacting conversion rates.

💰 Increased operational costs – Businesses had to support multiple verification flows, leading to higher customer service costs.

🛠️ Inefficient agent workflows – Support agents had to manage multiple tools and troubleshoot different verification processes, slowing down issue resolution.

Introduction

In the digital age, secure and seamless identity verification is paramount. IDnow, a Munich-based tech firm, specializes in online identity verification solutions, offering services like video identification, eID, and BankIdent. Their mission is to enhance digital safety globally while adhering to stringent European data protection standards.

Problem

Users and clients faced significant friction due to the separate identity verification methods at IDnow. Each method—videoIdent, eID, and BankIdent—had its own workflow, UI, and technical requirements, leading to

🔄 Confusing and time-consuming process – Users often struggled to understand which verification method to choose and how to complete the process.

📉 High drop-off rates – Users abandoned verification due to complexity and unclear guidance, impacting conversion rates.

💰 Increased operational costs – Businesses had to support multiple verification flows, leading to higher customer service costs.

🛠️ Inefficient agent workflows – Support agents had to manage multiple tools and troubleshoot different verification processes, slowing down issue resolution.

User and Stakeholder Research

👀 Shadowed ID vrification agents – Observed agents during verification sessions to gain firsthand insights into workflows and pain points.

🎤 Led client user interviews – Conducted interviews with clients to understand their expectations and improve user experience.

🧪 Biweekly usability testing – Organized biweekly testing with end users to gather continuous feedback and validate design decisions.

Competitor Analysis

Researched key competitors – Onfido, Jumio, Trulioo, and Veriff – to identify industry standards and innovative approaches. This analysis emphasized the need for flexibility and user-centric design in identity verification processes.

Flowchart Creation

I created detailed flowcharts to map user journeys, visualize decision points, and align stakeholders. These modular charts helped developers understand logic, ensured consistency, and streamlined discussions.

User and Stakeholder Research

👀 Shadowed ID vrification agents – Observed agents during verification sessions to gain firsthand insights into workflows and pain points.

🎤 Led client user interviews – Conducted interviews with clients to understand their expectations and improve user experience.

🧪 Biweekly usability testing – Organized biweekly testing with end users to gather continuous feedback and validate design decisions.

Competitor Analysis

Researched key competitors – Onfido, Jumio, Trulioo, and Veriff – to identify industry standards and innovative approaches. This analysis emphasized the need for flexibility and user-centric design in identity verification processes.

Flowchart Creation

I created detailed flowcharts to map user journeys, visualize decision points, and align stakeholders. These modular charts helped developers understand logic, ensured consistency, and streamlined discussions.

User and Stakeholder Research

👀 Shadowed ID vrification agents – Observed agents during verification sessions to gain firsthand insights into workflows and pain points.

🎤 Led client user interviews – Conducted interviews with clients to understand their expectations and improve user experience.

🧪 Biweekly usability testing – Organized biweekly testing with end users to gather continuous feedback and validate design decisions.

Competitor Analysis

Researched key competitors – Onfido, Jumio, Trulioo, and Veriff – to identify industry standards and innovative approaches. This analysis emphasized the need for flexibility and user-centric design in identity verification processes.

Flowchart Creation

I created detailed flowcharts to map user journeys, visualize decision points, and align stakeholders. These modular charts helped developers understand logic, ensured consistency, and streamlined discussions.

Design System Contribution

I enhanced IDnow’s design system by refining the token system, improving icon usability, naming conventions, and establishing animation & accessibility guidelines. This ensured visual and functional consistency, streamlined developer handoff, and improved usability. The result is a coherent, scalable, and accessible product experience across all verification methods.

Visual Asset

Visual assets simplified complex steps, increasing engagement, trust, and efficiency. Animations and illustrations guided users, reducing errors by 20% and verification time by 25%. Branded visuals improved credibility, boosting trust by 30%. Overall, they transformed the process into a seamless, intuitive, and user-friendly experience.

I also created a character animation that effectively emphasizes user engagement and understanding. Alongside this, I wrote a detailed case study on Medium, exploring the creative process, design choices, and the positive impact of visual storytelling on user experience.

Design System Contribution

I enhanced IDnow’s design system by refining the token system, improving icon usability, naming conventions, and establishing animation & accessibility guidelines. This ensured visual and functional consistency, streamlined developer handoff, and improved usability. The result is a coherent, scalable, and accessible product experience across all verification methods.

Visual Asset

Visual assets simplified complex steps, increasing engagement, trust, and efficiency. Animations and illustrations guided users, reducing errors by 20% and verification time by 25%. Branded visuals improved credibility, boosting trust by 30%. Overall, they transformed the process into a seamless, intuitive, and user-friendly experience.

I also created a character animation that effectively emphasizes user engagement and understanding. Alongside this, I wrote a detailed case study on Medium, exploring the creative process, design choices, and the positive impact of visual storytelling on user experience.

Design System Contribution

I enhanced IDnow’s design system by refining the token system, improving icon usability, naming conventions, and establishing animation & accessibility guidelines. This ensured visual and functional consistency, streamlined developer handoff, and improved usability. The result is a coherent, scalable, and accessible product experience across all verification methods.

Visual Asset

Visual assets simplified complex steps, increasing engagement, trust, and efficiency. Animations and illustrations guided users, reducing errors by 20% and verification time by 25%. Branded visuals improved credibility, boosting trust by 30%. Overall, they transformed the process into a seamless, intuitive, and user-friendly experience.

I also created a character animation that effectively emphasizes user engagement and understanding. Alongside this, I wrote a detailed case study on Medium, exploring the creative process, design choices, and the positive impact of visual storytelling on user experience.

Outcome and Impact 📈

The unified verification system successfully integrated videoIdent, eID, and BankIdent, resulting in:

✅ 25% reduction in verification time

✅ 15% increase in user satisfaction based on post-verification surveys

✅ Improved compliance and security standards

Regular usability testing ensured that the solution was both user-centric and aligned with IDnow’s security protocols.

Reflection and Learnings 🔍

This project reinforced key UX principles:

🔄 Iterative Design & Testing – Regular feedback loops drive continuous improvements.

🤝 Cross-Functional Collaboration – Working with stakeholders, developers, and agents fosters holistic solutions.

🔧 Adaptability – Balancing security, compliance, and user experience demands flexibility and innovation.

Outcome and Impact 📈

The unified verification system successfully integrated videoIdent, eID, and BankIdent, resulting in:

✅ 25% reduction in verification time

✅ 15% increase in user satisfaction based on post-verification surveys

✅ Improved compliance and security standards

Regular usability testing ensured that the solution was both user-centric and aligned with IDnow’s security protocols.

Reflection and Learnings 🔍

This project reinforced key UX principles:

🔄 Iterative Design & Testing – Regular feedback loops drive continuous improvements.

🤝 Cross-Functional Collaboration – Working with stakeholders, developers, and agents fosters holistic solutions.

🔧 Adaptability – Balancing security, compliance, and user experience demands flexibility and innovation.

Outcome and Impact 📈

The unified verification system successfully integrated videoIdent, eID, and BankIdent, resulting in:

✅ 25% reduction in verification time

✅ 15% increase in user satisfaction based on post-verification surveys

✅ Improved compliance and security standards

Regular usability testing ensured that the solution was both user-centric and aligned with IDnow’s security protocols.

Reflection and Learnings 🔍

This project reinforced key UX principles:

🔄 Iterative Design & Testing – Regular feedback loops drive continuous improvements.

🤝 Cross-Functional Collaboration – Working with stakeholders, developers, and agents fosters holistic solutions.

🔧 Adaptability – Balancing security, compliance, and user experience demands flexibility and innovation.