A new identification scanning flow that addresses the high drop-offs resulting from our current Driver’s License scanning flow and accommodates market requirements.
A project for Lime’s mobile app
My work: Designed the whole ID scanning flow and planned for the future roadmap.
Team: Core Product Team.
Current Driver License scanning has a high dropoff and only accepts limited forms of identification.
Understand the Problem
Why does the product have these problems?
Today, we have a basic US-style driver’s license scan using Google Vision. We did some user testing and data analysis, and found out that this approach has a number of problems as it does not:
- Create a seamless UX because of the quality of scanning tech and the user flow.
- Work for people without a US-style DL
- Enable all the government needs.
What do we want to achieve through ID scanning redesign?
- Seamless UX.
- Meet governments’ needs. We fulfill base requirements for all governments today and in the next 3 months
- Scalable solution. We create base ID scan modules that work across all Lime products.
Based on the technology constraints and the design goal, we would like to invest design resources in the photo scanning screen and to see how we can craft a smooth UX.
1. Testing the scanning flow
The main purpose of this user testing is to find out if:
- Users can pass the ID scanning smoothly.
- Users can discover the entry of other ID types.
- Dropdown list oftentimes works but needs to be more obvious.
- Horizontal scroll menu and slideshow diminishes the discoverability.
- Using a watermark to educate users works but needs to be more specific.
Comments from engineers:
- The technology can work seamlessly without specifying ID types.
- Having a separate ID list would be a scalable solution on the engineering side.
- Have a dedicated area on the screen for scanning.
- The watermark is placed according to the best scanning distance and size.
- Highlight the part that needs to be scanned by text and symbol.
- A more obvious drop-down list entry.
2. Testing the manual entry flow
The main purpose of this user testing is to find out:
- how users are going to react when the scan fails.
- if users can discover the manual entry option.
- Users will be actively looking for other options if the scan failed.
- A single CTA button has the highest discoverability.
Comments engineers and the GR team:
- Manual entry is not always a legit option because of the technology we will be using.
- Place friction in the UX for discovering manual entry intentionally.
- Furthermore, make it an obvious option when the scan fails to cut down drop-offs.
What’s the outcome of the design?
Target metric outcome
We would now like to start quantifying the cost of our gov-tech features, i.e. the impact on trips (via user drop off) this feature will have. Thus, we also need to gather the data to show the impact our feature will have on the market.
- ID scan works for 70% of users
- We manage to convert 5% through the funnel for Lime-S