Overview

HID Global has been creating trusted identity solutions. For the last six years, mobile identity has been a key focus area. Mobile ID is one of the major trends in identity solutions, and for a good reason. Considering both the organization and the end-user, it enhances the “customer” experience of citizens by complementing their physical IDs, while providing a digital tool for reducing identity fraud in society to almost zero.

Problem Statement

Currently, IDs such as driver's licenses, vehicle registrations, and passports are carried physically by citizens, making them particularly vulnerable to loss, theft, and even forgery. A handwritten receipt is given to registrants as proof of ownership when an official ID is lost or missed. This makes the process incredibly challenging and time-consuming, especially regardless of how true and challenging it is for government officials to identify fake receipts.

Goals

HID wanted to create an app that will enable users to access all of their IDs and send the necessary information to authorities even if they are not online.

My Role

User Research, Interaction, Visual design, Prototyping & Testing

Project Duration

8 Weeks

25+

App screens

Tools Used

Figma

Miro

Google Form

Zoom

Design Process

Discover

Difine

Ideate

Design

Test

User Research

Empathy Map

User Flow

Wireframes

Feedbacks

Test & Iterate

User Interviews

User Personas

User Journey Maps

Information Architecture

Hi-Fi Designs

Prototype

Conclusion

01 DISCOVER

Interview Goals

I wanted to understand the typical challenges that citizens face when getting and carrying documents.

Stakeholder Interview Questions

Even after receiving a Creative Brief for the project, stakeholder interviews are still required. because it helps in decision-making, helps to avoid last-minute disappointments, and allows for revisions to create the ideal result . Here are some questionnaires:

Q1. What is the business objective of the project?

Q2. What are the goals of the project?

Q3. Who are the biggest competitors?

Q4. Who are the end users?

Q5. What are tasks to be performed by users?

Q6. Is any user research have been already done?

Q7. Are these user group available for discussion?

Q8. Do you have any Branding Guideline to be followed?

Q9. Any specific device that you are looking for compatibility?

Q10. Any do’s and don’ts?

Quantitative Analysis

To get information about how people receive and carry their documents, I conducted a quantitative study using Google Forms. I wanted to know how people use their documents every day, which ones were the most frequently used, how many people had already lost their documents, and what they do next when a document is misplaced or lost.

Qualitative Analysis

I called a few people during this stage. Here, I was interested in understanding the reasonings for some answers and gaining more insight into the quantitative search's data.

Gathering Insights

I like to have an app where i can store all my documents at one place

Create an application that resembles their actual ID cards

I wish there was a method for me to get alerts when my passport is close to expire

In cases of lost or stolen passports, provide mobile electronic passports

Avoid my way through the difficult process of reporting missing documents

Allowing authorities to rapidly check ID's over Bluetooth, even when offline

What Are The Pain Points?

long waiting times after putting in an application for a driver’s license

Complicated process to replace document when passport is stolen or lost

Physical ID cards are difficult to remember and carry

Fear of ID cards getting lost when carried physically

It is challenging to physically visit the appropriate departments to renew ID cards or manage address or contact information changes

Must face travel delays and other expenses incurred during the frequently extended period required to replace documents when passport is stolen

DEFINE

Empathy Mapping

I applied the empathy mapping method to learn more about user behaviors and choices. The knowledge we have about a specific sort of user is expressed through a collaborative representation called an empathy map. It externalizes user knowledge to 1) create a clear understanding of user needs, and 2) support decision-making.

User Personas

I created the following User Persona based on the target user group and all the information gathered throughout the research. I was able to create this character to stand in for the App's targeted users.

Bio

Darius Wright is a Software engineer who lives with her partner and a kid. As part of his ambition, Darius frequently visits several nations to explore. He wants a way to access all of his IDs on his phone when he travels internationally. He would enjoy himself immensely and feel liberated.

Goals

Find a way to access all IDs on a mobile device without carrying them physically
Find a method to get alerts when your passport is close to expiring
Enable government authorities to quickly verify IDs via Bluetooth—even when offline
Find a way to manage ID card renewals and address or contact changes online

“I want to explore the entire planet “

Frustrations

Forgetting to carry all the necessary documents
ID cards get lost when carried physically
The difficult process to replace documents when they are stolen or lost
Have to deal with flight delays and other costs associated with the frequently lengthy process of replacing documents when a passport is lost

Darius Wright

Age: 34

Education: Graduate

Status: Married

Location: Tanzania

Occupation: Software Engineer

User Journey Mapping

I created a customer journey map based on user research to better understand the key pain points, challenges, behaviors, and overall journey user may have when making appointments. also, make a list of the opportunities

IDEATE

User Flow

A user flow is a path taken by a typical user on an app or website so they can complete a task from start to finish, The goal is to map how users achieve a specific goal as they move through a product

Information Architecture

Information architecture organizes and defines the overall structure of the app or the site & it provides a high-level view of a product. The goal of IA is to arrange content so that users can quickly become familiar with the product's functionality and find whatever they need.

DESIGN

Wireframing

Based on feedback and personal insights I learned from the sketching phase, I began to design my first wireframes using Figma. I made sure to prioritize the features that would best address the needs of the users throughout the website.

Hi-Fi UI Design

I produced the final UI Design prototype based on all of the User Research & Analysis. Here are some of my early experiments with this potential visual aesthetic. Simpleness, originality, and tradition are the three fundamental principles I wanted the visual design to emphasize.

TEST

Usability Test

I tested the prototype with EIGHT representative users after the UI design was finished to determine how user-friendly the application is. The following tasks were assigned to participants during the test, which was conducted using Zoom video calls, and I observed how they used the application.

Assigned Tasks

Verify that you can access all government identification cards.
Are you able to give the authorities only the information they need to know?
Does this app allow you to manage ID card renewals, address changes, and contact information online?

Findings

The navigation and app flow is straightforward and simple for users to send documents easily to the authorities.
Allow for the sending of documents to the authorities even when offline