Proof Wallet
The vision for Proof has consistently incorporated an app to enhance the identity verification experience and serve as the repository for the user’s Proof ID/certificate(s). While current customer demand may not necessitate prioritizing the development of a fully-featured customer-facing app, initiating a Proof of Concept (POC) for this initiative is crucial for several compelling reasons:
Pioneering innovation:
This marks a groundbreaking application of our technology, introducing a completely novel concept. The development of a lightweight POC version of the app is essential to delve into the intricacies of building and designing, providing a platform for extensive learning, testing, and refinement in a lower-risk environment.
Concrete Vision Communication: It is opportune to commence sharing a more tangible vision with our customers and investors. Offering them a firsthand experience through a POC will enable a clearer understanding of the potential impact we could have on their businesses. This proactive approach establishes a more robust connection by demonstrating the practical implications of our advancements.
Team: James Park (Senior product designer), Katie Adams (UX researcher), Hilary Walker (Product Manager), Aaron Rogers (iOS engineer)
Goals
Business: To communicate a more defined vision to our customers and investors.
Product: The design should emphasize that a customer’s trust and security is our highest priority.
Challenges and limitations
For now, this will be a demo app using identity checks to facilitate the entire workflow for IAL2 identity verification. When more resources are available, more engineering and design efforts can take this POC into a fully fledged app.
Competitor research
Objective: To create a differentiated and useful Proof Identity Wallet, we should understand what exists in the identity space today. We will compare various ID wallet solutions so we can gain a deeper understanding of the strengths and weaknesses of each in order to make informed design decisions to create a more user-friendly, secure and competitive product.
ID.ME Wallet
ID.ME started off as Troop ID which focused on service members and veterans to access online benefits from retailers, like military discounts and government agencies like the VA. Their goal to create an verification network led them to expand their credential verification offerings to first responders, nurses and students for discounts. During COVID they were used to verify small business loans.
Strengths
The app logs all account activity for user insight in unexpected situations. It has achieved the milestone of being the first IAL2 Kantara certified digital identity provider in 2018 and it's trusted by U.S. government entities, including the IRS.
Weaknesses
Their ID wallet focuses on a FAQ about long wait times for Idenirty Agents. In addition there is no clear reason to use the app unless you’re verifying your credentials with a business or the IRS. Lastly, they used discounts to gain engagement with their verified identity, but it deteriorates credibility with users. Their privacy policy states that… “by utilizing your Id. me Account at Third-Party Websites, you are expressly authorizing [id. me] to share certain Personally Identifiable Information or Sensitive Information tied to your id."
Airside
Created by the team that developed Mobile Passport, the Airside App makes it easy to share everything from your passport, driver’s license, and COVID vaccination information to safely get you out and about. Currently services American Airline and Alaska Air travelers and has a partnership with RushMyPassport (i.e., sends users push notifications when their passport is close to expiring).
Strengths
The app's credibility is reinforced by the founders' strong background, including former TSA executives and creators of the first Mobile Passport. Kantara IAL2 certification attests to the app's security, with over 9 million users. The privacy by design and a commitment to security are evident, as the app doesn't store, access, or sell user information. In addition, data encryption ensures secure storage on devices and when shared with third parties (user consent required).
Weaknesses
This app is a very niche, travel-specific use case (high fragmentation in the space - different airlines offering different digital ID apps); outside of American Airline or Alaska Air frequent flyers, where’s the value? There is also limited availability (one app store reviewer from July '23 notes Airside is only available at DCA and DFW airports)
Research takeaways
Initial Brainstorming Things we should do:
- The user should be able to view audit trail/log of events.
- We should treat this as like ‘credit monitoring’ where we block somebody trying to sign something in your name. ‘Signature monitoring’.
- User onboarding needs to be super tight... like apple’s mobile driver’s license; first impressions matter (e.g.,provide ‘selfie tips’)
Things we should avoid:
- Ads and offering discounts; implies we’re selling PII to 3rd parties (which we should never do).
- Appearing to be too narrow or niche in terms of single use case, industry, or availability.
- Be lax about how we message capturing / onboarding / storing a biometric on the platform.
User flow
Initial Brainstorming
As we begin to think about the POC app, we decide to showcase the end-to-end experience of an IAL2 eSign, where a signer goes to try Proof for the first time. They proceed to go through the onboarding experience and see a corresponding transaction that initially brought them to Proof. The signer in this prototype switches to their iOS device to authenticate, gain IAL2 verification, generate their digital ID, and verify a transaction sent by a customer of Proof. They are able to track all their share activity associated with their digital identity on Proof and have a persisted IAL2 verification status for the next time they need an eSign or notarization.
User flow diagram
Initial Brainstorming
We start the design process by rapidly sketching the user flow, dissecting each step into distinct sections and screens. Subsequently, we strategically divide the UX responsibilities among designers, with my dedicated focus on creating the handoff to iOS and the beginning part of the onboarding flow.
Wireframes of user flow
First iteration
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Early designs for the iOS handoff 🤨
Early designs for the onboarding flow 🤨
Tackling the iOS handoff presents an intriguing challenge. We deliberate between having users scan a QR code or send themselves a link via text. Scanning a QR code feels like an easier experience. However, we need to let the user continue via desktop but try to have most of them carry on through the app so their identity persists in future transactions. The team feels that the QR code as a modal is the most effective iteration. However, there is also a lack of confirmation; once the user has signed up, we should recognize that. Moreover, the feedback suggests that the copy in the CTA could change to push more users to continue through a mobile device.
For the onboarding piece, the team felt the timeline was too text-heavy and would be glanced over by our users. Yet, having information on what is to come is extremely valuable for the user.
Second iteration
Second round of the iOS handoff
Part 1 of the onboarding flow
Part 2 of the onboarding flow
Part 3 of the onboarding flow
In the second iteration, I incorporate the branding elements collaboratively developed by our team. The consensus is that the copy in the transition from desktop to iOS handoff step is stronger. In addition, the onboarding experience feels more complete with the added information. However, the team urges me to elevate the onboarding images further and consider implementing a clear notification to inform users that their phone number has been successfully verified.
Third iteration
Third times the charm? 🫡
Part 2 of the onboarding flow
Part 3 of the onboarding flow
This design for iOS handoff and user onboarding not only imparts sufficient information to instill confidence in users entrusting Proof with their personal data but also ensures swift and seamless data collection. The team feels happy with this iteration and the interactions prototyped, signaling a collective commitment to steer the remaining Proof of Concept (POC) in a similar, successful direction.
Final Design - How it Works
Our goal is to construct an authentication flow instigated by a requesting party, applicable in scenarios like TSA checks, sporting events, or any situation demanding ID verification. The app's design and UX are poised to be differentiators, crucial for building trust at every online verification touchpoint. Emphasizing trust and security as our utmost priorities, features including onboarding, activity logs, biometric verification, and partner handshakes are meticulously crafted to reinforce our commitment to customer confidence and safety.
Conclusion
Being a part of this project is nothing short of extraordinary. Engaging in technical discussions and making impactful UX decisions makes it a challenging yet immensely rewarding endeavor. I am confident that this Proof of Concept (POC) will bring unparalleled clarity to the vision of Proof for our customers and users. Eagerly anticipating further contributions, I look forward to continuing my involvement in the ongoing development of the Proof Wallet.
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