Face ID
Product Designer & Manager | Case study 1
This feature was designed to improve the Face Recognition process and Liveness Verification in the existing app, which provided a lot of frustration and leaving users in the process, this result thus hurting the sequences and embarrassment of the product to perform a smooth and user-friendly process.
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In this case study, I will bring insights into my work process, the tools and methods I used to implement the SesaMe product, and explain my reasoning and thoughts behind the decisions I made.
The goals I wanted to achieve
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Easily capture the user's face scan under optimal environmental conditions.
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Improving communication with the user to maximize a clear process at every stage.
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Providing relevant reporting and helping the user in a state of disorientation in order to lead him in the Face ID process.
Market Research
Mapping the target
Many companies in the market provide a face recognition system in a way that implements a computer to automatically identify or authenticate a person from a digital image or video frame.
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After examining competitors in the market and how they faced the challenges I realized that it was necessary to completely change the current user experience.
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In addition, leading the user through the stages of internal verification and the lack of control over the conditions in which the verification is performed are the main points of dealing with the success of the process.
Market Research
What have I learned from similar
applications in the industry
After examining many types of apps, from direct competitors to service providers,
I learned about pain points that emerged from several usability tests and user research conducted by competing companies.
KEY LEARNING No’ 1
The heart of the product is also a pain point
The main pain points that cause user abandonment are face verification and scanning of the ID which can cause frustration to the user.
KEY LEARNING No’ 2
Giving helpful feedback
Encourage the user to complete the face verification process and help him in case of lack of orientation by real-time feedback.
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KEY LEARNING No’ 3
Leading the user to the destination
Users are different from each other and have different digital capabilities - there is a challenge to bring the user to the optimal scanning point.
KEY LEARNING No’ 4
Entry with preparation
Login to the application without a helpful onboarding process that prepares the user, or with a series of questions at the entry stage of the application interface.
Insights
Dealing with problems
Overview of the existing product
1. The process instruction on the action screen is
problematic - The user needs to reach this screen
when he is already aware of the process with an
onboarding screen.
2. The detection appears also with the card scan
screen Is incorrect for the face verification process.
3. Technically the camera opening area is incorrect.
The opening should be natural to the device and all
over the screen.
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4. The face measurement bar does not give a correct
indication and does not direct the user to delineate
the face scan mode.
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5. Scanning process bar is unnecessary. Targeting
within face shape and percentage will give an index
to complete the scan.
Problem solving
Communicate with notification
This component is designed to improve the efficiency of facial scans in case they are performed in suboptimal conditions such as problematic lighting conditions, distance data, excess faces, etc.
Scan face ID - Process Ideation
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Indication to the user announcing
the start of the facial scan
Frame your face inside
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Once the system recognizes a face it
will call to converge into a frame
Avoid strong light
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In drastic lighting conditions the user
will be asked to improve his position
in front of the camera
Face to far
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Each user has a different hand length
and it is necessary to transport the
user to the exact scanning point
Level with your eyes
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Directs the user in a drastic position
like upper, lower or an angle that
does not allow frontal scanning
Position
While setting up Face ID, The user is asked to place the face exactly in the marked position.
This setting solved the previous check problem which was frustrating for the user and quite a few times stopped the scan.
Before
After
Solution
Following the research and user testing process, I gathered conclusions and components that I believe will improve the user experience and provide a better solution to the Face ID process.
Leading user
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An positioning component guides the user responsively and leads him to the optimal selfie point
Notifications
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The feedback component gives a snapshot and guides the user through the process, including angles, lighting conditions, distance, etc.
Completion
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The scan component launches the process to indicate the completeness of the Face ID.
To Summarize
Before
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User experience was built without an orderly.
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Failure responds to various possible scenarios that may occur in real-time.
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User interface design does not match the purpose of the product.
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Users do not finish the process and abandon it for reasons of frustration.
UX Solution
After
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Leading the user closely and providing trust and response to any scenario in real-time.
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A dedicated team was built for the process of setting goals, user research and usability tests.
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Providing an accurate solution to the pain point of the product that prevented users from leaving.
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On-boarding process and early information about the process the user is going through.
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Design a user experience that is as minimalist as possible to minimize concerns.
Face ID Design
To maximize the user experience and overall approach of a generic product it was very important to me to use a clean and very functional design line.
