Prove you are you with ID by Mastercard

ID by Mastercard lets people prove their identity without repeating a full document check at every step. I led the product design and end-user research, from the double diamond discovery to the design system that shipped across the ID app.

I think we can all agree that 2020-2021 was a time only imagined in sci-fi Hollywood blockbusters. But without going too deep into the negatives of COVID-19, we can agree the pandemic changed how the world behaved online.
People had to reduce in-person contact and adopt new ways of working. That triggered a radical shift in behaviour and accelerated digital identity roadmaps by at least five years.

The 2021 Identity Fraud Study, released by Javelin Strategy & Research, revealed a daunting new threat to consumers and businesses: identity fraud scams. In the United States alone, a total combined fraud losses climbed to $56 billion in 2020, identity fraud scams accounted for $43 billion of that cost.

PROJECT SCOPE

ID by Mastercard had to solve two problems at once: reduce identity fraud, and make the experience seamless. It does that with three components: ID App, ID Network and ID Verification. Although I'm working on all 3, in this article I'm going to focus on the ID App.

MY ROLE

As a product designer, I was involved in discovery, delivery, optimisation and vision work for the ID app. I worked with engineering, product and legal on the core identity verification framework. The goal was a consistent, user-focused experience across iOS, Android, mobile web and desktop.

Tools

Figma, Jira, Confluence, MS Teams

THE PROCESS

We used the Double Diamond approach for our design process. Its phases were Discovery, Synthesis, Ideation, Design and Implementation.

During the discovery phase, we reached out to what we've envisioned as our demographics (both users and businesses) to understand their day-to-day needs, pain points, and goals.

In the synthesis phase, we compiled our findings to identify patterns and innovation opportunities based on the data we gathered during discovery.

During the ideation phase, we sketched out wireframes, and service blueprints before moving on to rough drafts of low-fidelity mockups.

During the design phase, I spent some time creating a Design System (Figma) to use as a base for converting our low-fidelity designs to high-fidelity end-to-end flows.

And finally, during the implementation phase, we've worked with the engineering and product teams to hand off our designs to development and implement them for beta apps.

ID APP

From a fuctional point of view, the ID app is divided into: enrolment process and id management.

In turn, the enrolment process itself is divided into specific steps like: intro, OTP, document scan, face scan and so on. Some of these steps have been gone through several iterations based on moderated and unmoderated test sessions we've had in the last couple of months. Here I want to take the opportunity to recognise Lida Douka (UX Reasearcher) for running, managing and compiling all the user tests data into valuable insights.

The app intro screens highlight the ID pillars: Secure, Smart and Convenient using a mix of animations and content.