Here are some lessons I’ve learned as a Product Manager during my time at JUUL on their Connected Devices team. These lessons draw on observing over 500 users complete eIDV in-person with both a physical scanner and mobile app performing ID check and selfie match in Canada for a pilot.
The JUUL mobile app I helped develop onboarding for.
What is intuitive to you, may not be to your users. While adoption of ID scans and selfies on mobile is increasing across all industries and becoming a consumer expectation during this contactless age of COVID-19 - your users will likely not retain any of your onboarding guidance. Berbix’s founders learned from founding the Trust & Safety team at Airbnb that front-end validation is necessary to give users quick feedback in order for them to successfully complete the eIDV flow.
If you have read this far you probably have come across Simon Sinek’s “Start with the Why” TED Talk and know the importance of speaking to benefits instead of features. Whether it is a marketplace where you are building trust among users by verifying identities or onboarding new customers at a Fintech company, explaining why eIDV benefits the end user is critical as users become more concerned with how their data is used.
In my next post I’ll detail some more learnings from my experience auditing >1,000 records in an admin dashboard and using legacy eIDV vendors during the time I was responsible for user onboarding and unauthorized use as a Product Manager. Care to discuss?
-Christian Kendall, Chief of Staff, Berbix | LinkedIn