UX guideline for IDV

Owned by Priit Aavik
Last updated: Jun 17, 2024 by Tomas Gecevicius
2 min read

  • The identity verification process is not the most pleasing experience for the user as they need to share their personal information. This process is much harder to perform when the reason for it is not explained properly. Users feeling unsure leads to higher drop rates.

  • To properly introduce the verification process, use the following guidelines.

Explain the purpose: 

  • Clearly explain the purpose of the identity verification process. 

  • Highlight the importance of accurate and valid information for security reasons.

Inform about eligible documents: 

  • Specify the types of documents you accept for verification (e.g., government-issued ID, passport, driver's license). This way, users will know if they do not have the required document before they start the verification. 

Prepare them for the photo: 

  • Ask to have the document ready before starting the process. 

  • Advise users to choose a private and well-lit environment for the verification process. 

Ensure privacy and security: 

  • Reassure users about the security measures in place for protecting their personal information. 

  • Highlight that the images submitted will only be used for identity verification purposes. 

  • Add the Ondato badge to emphasize the security and create trust by being transparent.

ondato-badges.png
Download the badges here

Help with error handling: 

  • Provide guidance on what to do if an error occurs during the process. 

  • Include contact information for customer support in case users encounter issues. 

Accessibility Considerations: 

  • Ensure that the guidelines are written in clear and concise language. 

  • Use icons or illustrations to emphasize the point. 

Some examples of good introductions:

Example 1.png

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