ID Doc Upload
Overview
In order to gain access to certain areas within Walmart online or though mobile (pharmacy access or certain financial transactions), you are required to verify your identity. I worked with my team to update the designs for this area in both web and mobile views.
Problem Statement
The problem users were facing is that they weren't motivated to read through the full content and would upload incorrect documentation which would constantly return errors making the sign up process frustrating to the end user.
Goals & Objectives
The goal here was to reduce the amount of content that the user has to read through to accomplish a task, make it more user-friendly and engaging and create a native camera design for users to easily capture or upload photo ID on mobile.
Research
This expansion will enhance our market coverage and align with the most requested client outcomes for Inside sales reps, small / medium account executives.
- Incorporate photo requirements into the flow for Native
- Add quality check option for photo uploads
- Show status after upload
- Change address to date of birth under account info
Initial Wireframes
Desktop
Mobile
Revisions
After discussing the initial wireframes with stakeholders, we agreed on a few revisions that would improve the usability of the ID doc upload screens. These changes include:
- Make content take up the full screen
- Incorporate the photo requirements pop up into an FAQ
- Incorporate photo requirements into the flow for Native instead of just having a pop up
- Add quality check option for photo uploads
- Show status after upload
- At first there was a success message, but the true verification doesn’t happen until they receive an email notifying them that their upload went through (2-7) days. Until then, we decided to make the status”Under Review”.
- Change address to date of birth under account info
- Many people don’t live at the same address that is on their driver’s license, so we decided going by date of birth would be more accurate
Final Wireframes
With the final wireframes, we were able to incorporate all of the requirements to improve the user experience including allowing more visual space for comfortable reading, better organizing essential content and adding in visual cues like banners and icons to help guide the user throughout the upload process.
Desktop
Mobile
The Results
We were able to accomplish the end goal by coming up with a split view design for desktop, reduced the content to what was absolutely necessary and created a user friendly mobile native design for photo uploads.
This led to major improvements in user completion rates and overall efficiency:
- 35% increase in successful ID uploads on the first attempt
- 50% decrease in user drop-off during the verification process
- 2x faster average completion time for identity verification
- 40% fewer support inquiries related to document upload errors
