Gemalto is a vendor of Scotiabank that provides identity management for digitally onboarded clients. This was initially implemented for mobile users during the pandemic. Due to fraud, we have now implemented it for clients starting their banking applications on desktop.

Role

As the lead designer, I partnered with other design functions, product management, and engineering to ensure the success of the project.

Problem

Due to a fraud incident in July 2023, Interac Verification and the credit bureau method, our other identity verification methods, were unavailable for 47 days. Approximately 4000 new client applications were impacted. If Gemalto were available on desktop, this could have been prevented.

Context

Gemalto leverages a client's mobile device, most commonly a mobile phone, so the client can take pictures of their photo ID and selfie. On the backend, Gemalto compares these images to verify a clients identity. It’s our most secure verification method because of the robustness to detect fraudulent images. For example, if someone is using a picture instead of taking a picture, Gemalto has liveness detection.

Competitor Analysis

Our competitors used a variety of ways to direct prospects to mobile devices to capture photos of their ID and selfie. To switch channels, the most common methods are scanning a QR code, receiving a secure link by SMS, or asking the client to download the app.

Explorations

The key area we wanted to focus on was transitioning clients to a mobile channel while maintaining an omnichannel experience. This was part of the goal.

When we explore, we go far and wide with the different ways of multitasking from one device to another. We then deliberate with our partners and stakeholders. The following are just a few examples of the different iterations that were presented back to the team.

Usability Testing

Usability testing revealed clients were comfortable scanning QR codes and felt they were more secure than an SMS. Without a mobile app for prospects, our best option was to prioritize scanning a QR code method to transition clients to their mobile devices and use Gemalto.

Solution

Our final solution was adjusted to reflect the accessibility feedback during heuristic reviews and user feedback received during usability testing.

1. Provided an entry point for clients using a desktop browser and worked with the content team to provide more context to set expectations of the process for clients.

2. The channel switch mechanism we tested with users was by means of a QR code.

3. We assumed that users were familiar with scanning QR codes, from usability testing we learned that some demographics don't know how to do this. We added an entry point for helpful tips for scanning a QR code.

4. After the QR code is scanned, the client will transition to their mobile phone and will be redirected to desktop once they finish with the identity verification step. We provided a page for more feedback and context for the user while their focus is on their mobile device.

5. Once the client is finished verifying their identity on their mobile device, the desktop screen automatically loads into the next steps. We learned from accessibility that a client might miss what happened as their focus could be elsewhere. We decided to add in some user control by means of confirmation with a button.

Impact

1. Overall, along with the improved client experience, we're seeing a 12% increase in pass rate.

2. Student banking saw over 2x the pass rate increase. Students more frequently have a physical ID as opposed to having credit or banking history.

3. We are also seeing that desktop computers has a more frequent completion rate and it’s success rates rose above completion rates on mobile devices.

What's Next

Design is never done. The squad will continue to monitor the holistic performance of Gemalto. We'll audit the end to end experience to make sure there's no inconsistencies or frustrating gaps. We also have an opportunity to include and accept different types of IDs which could be another 16% lift in performance.