Gemalto is a vendor of Scotiabank that provides identity management for digitally onboarded clients. In the past, Scotiabank accepted only a couple of ID types digitally. Our team has expanded the list of accepted IDs.
Role
As a Senior designer and the lead designer on this project, I partnered with other design functions, product management, and engineering to ensure the success of the project.
Problem
Gemalto provides many global ID templates, yet we only accept Canadian Driver’s Licence and Provincial IDs digitally. This represents only 70% of ID types used at the branch.
Competitor Analysis
When looking at our competitors, in general, they also aren’t very inclusive with the types of IDs they accept digitally.
Opportunity
We have the opportunity to stand apart from the top 6 financial institutions in Canada by accepting more types of IDs digitally.
Explorations
We explored many different iterations for how to present this new information for clients. We know from our vendor's analytics that the current IDs we support are in fact the highest performing IDs for Canada. An area we focused on was making sure we don't negatively impact the current successes with the additional IDs we will now support.
These are just a few of the explorations in which we narrow down or solution by deliberation with the core team.
Solution
Separating the supported ID types and the helpful tips allows for a scalable ID list.
Our hypothesis is because Canadian drive’s licence and Provincial photo ID have a higher pass rate, we don’t want to disrupt this success which is why the new IDs we’re accepting was put within an accordion.
If the client doesn’t have an accepted ID, they have an exit by trying a different method to verify their identity.
Impact
The success of the new IDs pass rates, which are all above the overall average means our hypothesis was wrong. We have an opportunity to enhance this list and bring the newly added IDs out into the main list (our data supports that the accordion is not needed).
What's Next
Foreign passports make up another 16% of IDs used at the branch which we believe we can also convert clients digitally.
Demo Video
Below is a video of what the flow looks like.
Prototype
I invite you to enable fullscreen mode and click around the prototype for an interactive experience.
