Explain before asking
Purpose, data need and approximate effort are clear before requesting sensitive evidence.
Trust + Compliance · Identity
Identity without anxiety.
A guided ID and live-selfie verification journey for a mandatory, high-friction compliance moment.
Context
The problem behind the screen.
Customers were asked for a government ID and biometric selfie when a regulatory trigger interrupted the transaction. The experience had to meet compliance and fraud requirements without making legitimate customers feel accused, unsafe or trapped.
Reframe: This was not a document-upload flow. It was a trust-sensitive interruption inside a financial journey.
System view
I mapped the journey as a system before styling the interface.
01
Why
Explain why verification is required now.
02
Choose
Select a supported government ID.
03
Capture
Guide front/back image quality.
04
Verify
Complete live selfie and review status.
Key decisions
The work was in the behaviour.
These were the decisions that reduced uncertainty, not just the screens that expressed them.
One task per screen
Document choice, capture, selfie and review are separated to reduce ambiguity and cognitive load.
Prevent before rejecting
Alignment, glare, focus and lighting guidance helps customers correct problems before submission.
Preserve valid progress
A retry should not restart the entire verification journey. Completed valid steps remain intact.
Experience flow
One clear path forward.
01Explain
02Choose ID
03Capture front/back
04Take live selfie
05Submit
06Status + next action
Beyond happy path
Recovery is part of the product.
The experience had to remain useful when reality stopped matching the ideal flow.
Photo is not sharp enough. Hold steady and retake.
Light is covering document details. Move away from direct light.
Some document edges are missing. Fit all four corners in the frame.
Retry with specific guidance or use a support route.
Automated verification was inconclusive; evidence moves to review.
Return to the last valid step rather than restarting.
Measurement
What I would watch after launch.
01Start-to-submit completion
02ID retake rate
03Selfie retry rate
04Time to verified
Performance data is intentionally excluded from the public portfolio. These metrics show how I would evaluate the experience after release.
Takeaway
The shortest flow was not always the safest. Clarity, recovery and successful completion mattered more than minimizing screens.
All work is anonymized. Proprietary screens, brands and performance data are excluded.