Digitizing and Securing Client Identification
The primary objective was to digitize J.P. Morgan’s identification-validation workflow across mobile and tablet devices. The solution needed to empower clients to securely capture and verify their IDs without manual intervention, while ensuring full legal compliance and data integrity. The core challenge was to create an experience that was both highly secure and exceptionally user-friendly, minimizing friction in a critical step of the client journey.
As the design lead, I was tasked with architecting this digital workflow, ensuring it met the rigorous security standards of a global financial institution while delivering a seamless user experience.
Our Process
We employed a comprehensive, user-centric design methodology to build a robust and intuitive solution from the ground up. Key activities included:
- Strategic Alignment and Research: We facilitated Design Thinking workshops to align stakeholders, conducted industry benchmarking and client research to uncover key requirements, and led user research to identify specific friction points in the ID-capture process.
- Architecture and Iterative Development: Based on our findings, we defined a clear information architecture and user flow. We planned and executed iterative design sprints, developed UI guidelines and visual design direction, and ran continuous usability testing sessions to refine the capture workflows.
- Quality and Handoff: We performed a meticulous final design QA before hand-off to ensure the solution was polished, reliable, and ready for deployment.
Key Achievements
The project successfully transformed a critical client workflow, delivering significant improvements in both efficiency and user success rates.
- Dramatically Reduced Capture Errors: We reduced first-time ID-capture errors by 50%, which increased the rate of successful submissions on the first attempt from 60% to 90%, significantly improving data quality and reducing the need for support intervention.
- Accelerated the Validation Process: The new, streamlined workflow cut the average ID-capture time by over 40%, from 3.5 minutes down to just 2 minutes, creating a faster and more convenient experience for clients.