Verifying Identity Remotely

(Visuals are wireframes and not final images)

When branches shut down due to the pandemic, branch advisors had no way of validating clients’ identities when opening accounts. The bank had been piloting facial recognition technology to verify identities in some branches. We just needed a way for clients to use that technology remotely.

We had tight timelines and several technical limitations, so we needed to get creative when delivering a minimum viable product.

In past research, advisors told us that it was challenging to navigate new flows while connected with a client over the phone. They needed to be able to quickly understand the page’s intent. And all content needed to be scannable.

With that in mind, we created a bare-bones MVP that empowered advisors to guide the client through the process more confidently.

In future iterations, we hope to solve the technical challenges that limited us from pre-populating an email to the client. Instead, we had to build a text template for advisors to copy and paste into their email program, which we felt was less than ideal.