THE PROJECT & CHALLENGES
In order to obtain a German phone number, users were required to upload a valid photo ID and address. I was tasked with designing the “Verify Identity Userflow” for both of our iOS and Android telecommunication products.
Multiple challenges began to present themselves when I sat down and and began to take the project into consideration including:
an international address form
uploading documents/information before OR after phone number purchase
how to upload documents from just the user’s “My Account” page
what the verification process would look like
how to notify the user of verification status
Sketchbook, post-it notes, pencil, sharpie, Sketch, InVision, Illustrator, and Zeplin
Insights/data that led to a solution (re: international address form, before/after purchase, document upload, etc.)
Lo-fi and hi-fi clickable prototypes
Finished product uploaded to Zeplin for engineering
PROCESS & RESEARCH
Before beginning to tackle the project, I took a step back to consider what country the users were coming from to obtain a German phone number. Using our analytics software, I was able to see that most users attempting to purchase a German phone number were coming from Germany; but thinking ahead, and knowing that we have millions of daily users), this address verification and photo upload would also likely apply to users around the world. This meant that the address form would need at least 3 address lines to accommodate for international addresses instead of the 2 that we typically see in the United States and it would also require a country drop down menu.
Through my research using our analytics software, I was also able to see that there would need to be three separate userflows to ensure that the user was getting their information uploaded at different stages - which was crucial to obtaining a German phone number.
SKETCHING & WIREFRAMING
I began sketching what the 3 different userflows might look like from the different starting points - the users account, before purchasing a phone number, and after purchasing a phone number. Once my ideas solid enough on paper, I brought them into Sketch and began wireframing.
Once the wireframes were approved by the stakeholders and engineering team, I moved on to the visual design. I already had a design system in place, so I began to put together the prototype for both of our iOS and Android products, which would eventually be uploaded to Zeplin for review and implementation by our engineering team.
LAUNCH & LEARNINGS
Before implementation, this project was pulled and we were unable to launch and test the different flows that enabled the user to verify their identity. Since this was my first large scale project at TextMe, I learned quite a bit through the process. Here are some of the key takeaways:
Streamline the process
After the hi-fi prototype was complete, the user flow when purchasing a German number is time intensive, requires a lot of steps, and gives the user a lot of chances to not make a purchase - finding a way to prompt the user to verify their identity through their “My Account” would perhaps be a better way to streamline the process and get more conversions.
Alerts (too much or too little?)
Because of the importance of adding an address and photo ID - there were a lot of alerts at multiple stages that were added to the “Purchase” flows; this could potentially drive down conversions. Being cognizant of what is being added to a flow that a user is already used to is definitely something to be aware of here - but only A/B testing would tell us in the end had we implemented this.
Below are just 3 of the hi-fi clickable prototypes designed for TextMe’s iOS and Android apps.