Designing a Seamless NFC Experience: A Journey in User-Centered Innovation
Project Overview
As the Product Designer for NFC PACE, a feature within Onfido's SDK, I worked over six months with a team including 1 Product Manager, 1 Engineering Lead, 1 Test Engineer, 1 User Researcher, and 4 Engineers (2 Front-End, 2 Back-End).
Our primary goal was to design a seamless and intuitive user experience.
Our efforts led to remarkable outcomes, including an increase in task completion rate from 65% to 92%, a 55% reduction in user error rate through improved guidance and automation, and a significant boost in Net Promoter Score (NPS) from +15 to +50, demonstrating strong user advocacy.
The Challenge
Understanding the Problem
Identity verification is a critical component in today's digital interactions—opening bank accounts, accessing healthcare, or securing employment. NFC technology promised a secure, contactless way to streamline this process. However, we faced significant hurdles:
Inconsistent Document Layouts: European identity documents are a tapestry of designs, each with unique layouts, security features, and the elusive Card Authentication Number (CAN) hiding in different spots.
User Data Entry Challenges: Users were often left puzzled, squinting at their documents, unsure of which number to input or where to find it.
Evolving Document Standards: New identity documents were rolling out, introducing even more variations and security features.
These complexities not only hindered user experience but also risked eroding trust—a non-negotiable in identity verification.
Research & Discovery
Building Empathy
We knew that to design a truly intuitive solution, we had to step into our users' shoes.
User Interviews
We conducted in-depth interviews with 30 users from various European countries. We listened as they shared their frustrations:
"I never know which number they're asking for." – Elena, Spain
"It's so confusing; I always worry I'm doing it wrong." – Martin, Germany
Surveys
Our surveys reached over 500 users, revealing that 75% had abandoned an identity verification process due to confusion or frustration.
Contextual Inquiries
We observed users in their natural environments, watching as they navigated existing NFC scanning apps. The hesitations, the furrowed brows, the sighs—they all told a story.
Unearthing Insights
From our research, key themes emerged:
Desire for Simplicity: Users craved a straightforward process without the guesswork.
Trust and Confidence: Uncertainty led to distrust—not just in the app, but in the entire verification process.
Preference for Automation: An overwhelming majority wanted the technology to do the heavy lifting.
Crafting Personas
To humanize our design process, we developed personas:
Sophie, the Busy Professional: Needs efficiency; minimal time for complications.
Luca, the Tech Enthusiast: Loves new technology but values seamless integration.
Anna, the Skeptic: Wary of digital processes; needs reassurance and clarity.
Mapping the Journey
We plotted detailed user journeys, highlighting pain points and emotional states at each step. This visual map became our north star, guiding our design decisions.
Overcoming Challenges
Technical Constraints
OCR Limitations: Early OCR models struggled with varying fonts and security features.
Solution: Collaborated with engineers to train the OCR model on a diverse dataset of documents.
Privacy Concerns
User Anxiety: Some users were hesitant about the app scanning their documents.
Solution: Implemented on-device processing to reassure users that their data wasn't leaving their devices.
Visual Design
We brought the prototypes to life with high-fidelity designs:
Minimalist Aesthetics: Embraced clean lines and intuitive icons, reflecting Onfido’s design principles.
Micro-interactions: Subtle animations provided feedback, making the experience feel fluid and responsive.
Design Process
Ideation and Sketching
Armed with empathy and insights, we dove into brainstorming sessions.
Whiteboard Magic: Our walls became canvases filled with sketches, flow diagrams, and sticky notes.
Crazy Eights Exercise: Pushed us to think beyond conventional solutions, sparking innovative ideas.
Prototyping
We developed three distinct prototypes:
Prototype A: Focused on manual entry with enhanced guidance.
Prototype B: Introduced OCR to auto-detect numbers.
Prototype C: Combined OCR with machine learning for predictive assistance.
Iterative Testing
We embraced an iterative design approach:
Usability Testing Round 1: Tested prototypes with 15 users. Feedback revealed that while users appreciated automation, they valued transparency.
Refinement: We integrated clear messaging about where the data that would be extracted is positioned.
Usability Testing Round 2: With the refined prototype, user satisfaction increased by 40%.
Collaboration: The Heartbeat of Innovation
Cross-Functional Synergy
Our success hinged on seamless collaboration:
Daily Stand-Ups: Kept communication lines open, fostering transparency.
Design Critiques: Open forums where engineers, researchers, and designers could challenge and refine ideas.
Stakeholder Workshops: Engaged with legal, compliance, and marketing teams to ensure alignment with broader company goals.
Stakeholder Engagement
We presented our progress to key stakeholders:
Executive Briefings: Highlighted how the project aligned with strategic objectives, emphasizing potential market impact.
Client Demos: Collected feedback from pilot clients, incorporating their insights into our iterations.
Bringing It All Together: Technical Integration
Leveraging OCR and Machine Learning
We worked hand-in-hand with our engineering team:
Adaptive Algorithms: Developed ML models that improved with each scan, increasing accuracy over time.
Fallback Mechanisms: Ensured that if automation failed, users received clear guidance to proceed manually.
Accessibility and Inclusivity
We were committed to making the experience accessible to all:
VoiceOver Compatibility: Ensured our app worked seamlessly with screen readers.
Dynamic Text Support: Allowed users to adjust text size without compromising layout.
Localization: Translated the app into 48 languages, accounting for text expansion and cultural nuances.
Testing, Learning, and Refining
Comprehensive Testing Methodologies
A/B Testing: Compared different instructional copies to determine what resonated best.
Regression Testing: Ensured new updates didn't break existing functionality.
Beta Launch: Released the app to a select group of users, monitoring performance and gathering real-world data.
Results and Metrics
Task Completion Rate: Increased from 65% to 92%.
User Error Rate: Decreased by 55%, thanks to improved guidance and automation.
Net Promoter Score (NPS): Rose from +15 to +50, indicating strong user advocacy.
The Impact: Beyond Numbers
Business Alignment
Our project didn't just enhance the user experience; it drove business value:
Reduced Support Tickets: Fewer user errors led to a 30% decrease in support requests.
Competitive Edge: Positioned Onfido as a leader in user-friendly identity verification, attracting new clients.
Positive Feedback
User Testimonials:
"This was the easiest ID verification I've ever done." – Sophie, Beta User
"I felt in control throughout the process. Well done!" – Luca, Beta User
Stakeholder Praise:
"The team's dedication to user experience sets a new standard for our products." – Director of Product
Reflecting on the Journey
Personal Growth
This project was transformative for me:
Deepened Empathy: Reinforced the importance of truly understanding user needs.
Enhanced Technical Acumen: Gained insights into OCR and ML technologies, bridging the gap between design and engineering.
Leadership Skills: Navigated cross-functional dynamics, fostering a collaborative and innovative environment.
Key Learnings
Iterate Relentlessly: The best solutions emerge from continuous refinement.
Embrace Constraints: Technical and regulatory limitations can spark creativity rather than stifle it.
User Trust is Paramount: Transparency and privacy are non-negotiable in building lasting user relationships.
Looking Ahead: Future Horizons
Scaling the Solution
Continuous Learning: Implementing analytics to monitor usage patterns and identify areas for improvement.
Expanding Capabilities: Exploring biometric integrations to further simplify verification.
Ethical Considerations
Data Privacy: Committed to upholding the highest standards of data protection, with ongoing audits and compliance checks.
Inclusivity Efforts: Planning to include support for users with cognitive disabilities, ensuring our app is usable by all.
Conclusion
Designing the NFC PACE feature was more than a project—it was a journey that reaffirmed my passion for creating technology that feels personal and human. By weaving together user insights, technical innovation, and a relentless focus on simplicity, we crafted an experience that not only met our goals but also touched the lives of users in a meaningful way.
As I look back, I'm reminded of why I became a designer: to solve real problems with empathy and creativity and to make the complex feel effortless.