This is a showcase for how I solved for low completion rates with remote ID verification. I look forward to showing the full case study 1:1.
Problem
For digital identity verification, Scotiabank accepts Canadian Driver’s Licence and Provincial IDs. This accounts for 70% of the IDs used. 30% comes from other types currently not supported.
Impact
We increased the average completion rate by 15%, from 42% to 57% just by expanding the accepted ID list - Permanent Residence Cards, Indian Status Card, and Canadian Passports.
Solution
Separated supported ID types from helpful tips to improve information architecture and cognitive load.
We added new accepted ID types and also provided an exit just in case the user doesn't have any of the accepted ID types.
Moving the helpful tips to it's own page is more contextual and sets the expectation and next steps for the user.
