Jumio - Identity UX - The Story
Jumio provides ID and Identity verification services to prevent fraudulent transactions throughout the customer lifecycle.
Portfolio of 3 new product acquisitions, different UX and overlapping technologies, issues with automation and business process orchestration.
Key UX Strategy: single trusted UX experience across API, Web and Mobile channels, single unified portal for customers to access their data.
Key pain points: no defined personas, lack of access to end users, no end to end experience, 3 different UX, high cost of supporting multiple portals.
What Jumio Needed
UX Strategy
UX team
Design system
Research - both market and user research
What I Delivered…
Staffed UX Team
hired all designers
trained and onboarded all members
job family creation
goal and OKRs
UX Portfolio Strategy
developed design strategy with leadership team
design principles
design process with SAFE
analytics and ROI
Design System
built Figma and Angular design system
unified UX across products; web, mobile (IOS/Android)
WCAG AA compliance
Research Program
personas and training
council of users for user research - internal and external
regular cycle of user testing as part of SAFE
central repository for all customer research
2022-2023 Jumio Platform
JUMIO UX team founded
JUMIO personas
2022
2022
2022-2023 - JUMIO platform and design system
FIGMA design system built in Angular MFE
Designed New Unified Portal from 3 different portals
JUMIO Design System
2022
JUMIO Unified Portal
2023
2022-2023 Jumio Research
Jumio Customer Experience Council
2022
Jumio Research Program
2023
2022-2023 Jumio Privacy by Design
Figma UX specification
The UX team at Jumio is small, so I will often work on projects that require UX design and testing.
This project was a high priority project from our security and legal team. Jumio collects PII as part of the process of verifying a customers identity. A new regulatory act in the state of Illinois called BIPA (Biometic Information Privacy Act) as well as a strategic move to become an data controller rather than data processor.
This required that for all of our customer facing capture UI, we needed to add an explicit consent by the user and the ability to capture that consent for regulatory purposes in our backend.
Many rounds of iteration with the legal team provided the content for the UI. Notices to customers and programs to update existing MSA to new MSA were part of the project.
2022
Phase 1 - Display of the consent
The first phase was to design the method to consent to biometric and PII data collection without impacting the funnel for the customer. We created 2 different explicit consent flows and conducted un-moderated user tesitng with UserZoom.
Testing found that users preferred to “check” the box and hit Accept rather than being taken to a full page.
Option 1 - Check and accept
Option 2 - Full page and accept
Phase 2 - Display of the consent
The first phase was to design the method to consent to biometric and PII data collection without impacting the funnel for the customer. We created 2 different explicit consent flows and conducted un-moderated user tesitng with UserZoom.
Testing found that users preferred to “check” the box and hit Accept rather than being taken to a full page.
Final analytics showed no impact to the funnel for customers using the new design.
Link to privacy and future trust center
Final design - for mobile SDK, web (mobile and desktop)
Phase 3 - Privacy and Trust Center
The third phase of the project was to update the content in the Privacy Policy page for Jumio.com. All links from the UI that captures biometric and PII data will point to the single page.
In Q4 2023, there is a project planned to create a Trust Center which will add videos and info graphics to the current Privacy page that will assist users in understanding how Jumio controls PII and biometric data.
Jumio.com - Privacy Policy
Trust Center example - Uber
Retrospective
This was an incredibly important feature for the business. Moving from data processor to data controller means that Jumio can move towards the goal of being an Identity bureau. In addition to the strategic importance of the feature, it also ensured that Jumio would not violate the BIPA act - preventing huge fines now and in the future. As one of the core design principles established for Jumio, establishing trust with our users requires that we design with privacy and trust in all of our customer experiences - from the website (privacy policy-trust center) the product UI and all CX touchpoints between.
2022-2023 Jumio Unified Portal Information Architecture
The first step in creating the Jumio Unified Portal was to document all of the 3 main portals information architecture.
I created a visual IA to not only document the structure of the other portals but also act as a library of the current state of the portals features and functionality.
The final IA for the Unfied Portal was updated every release with both the IA structure and the visual IA to document the current state of the product.
PM, Technical Publications, Customer Support, Development, QA and Marketing teams all had access to the high rez images of the screens for reference material.
2022
Documentation of the Information Architecture of the 3 Portals
I worked with the designers and PM to document all of the screens and map the IA for each of the 3 main portals; 4 Stop, Jumio KYX Customer Portal and the JTM portal.
The team documented the content of the portals, the context of use by the specific personas.
The team determined where unique features existed and where there was overlap with functionality between the portals.
As part of the exercise, we reviewed customer support and usability issues for each portal to determine areas of high use, improvement or usability problems with the existing portals. We used this data to develop the new IA for the single Unified Portal.
Due to covid and travel restrictions, the UX team and the stakeholders held regular meetings to review the IA’s in Figma and make adjustments to the desired IA as needed.
4 Stop - Visual Information Architecture
KYX - Customer Portal Information Architecture
JTM- Visual Information Architecture
Information Architecture for Jumio Unified Portal
After the team created the high level IA based on the needs of the target personas, the information required by the personas and the features that they used to complete end to end tasks, the designers working on each capability updated the Unified Portal IA every release.
After each release, the designers would add to the IA structure map and the screens in the visual IA mapping to maintain up to date versions of both for use by the design, PM, development and marketing organizations.
Jumio Unified Portal- Visual Information Architecture
Jumio Unified Portal - IA Structure
Future Enhancements to the IA
As a future enhancement to the IA, I will be adding views of both the IA structure view and the visual IA view with the target personas for the Unified Portal.
I will also be documenting the end to end user journeys within the IA structure view with the ability to view detailed up to date screens for each of the steps in the user journey.