Overview

Veriff uses machine learning technology and human expertise to deliver fast and accurate identity verification services.

Verification Department had a new core product to use on a daily basis for the manual verifications the company offers. Many users had different ideas, suggestions, and complaints after the change. I decided to initiate a UX research project to find patterns, identify the most important issues, and understand the underlying reasons for them to improve the user experience of the product.

As this was an internal product, I am unable to disclose any information regarding it.

Team: Sercan Selvi, Elis K., Johann S. P.
Role: Project Lead, UX Researcher
Year: 2019

What I Did

I started writing down the research plan (research questions, methodology, screening criteria for participants, schedule) and got help from two other people to brainstorm and conduct the study.

The final research plan included observations and semi-structured interviews with participants. The study took place in the work environment. With observations, the aim was to uncover how people actually use the product to do their work and what shortcuts/patterns they created to improve their workflow and efficiency. This step was followed by a 30-minute-long interview about users' experience with the product.

I led the project and we managed to reach 13 users and gather data. Even though we could have achieved most of our findings with 5 to 7 users, we decided to have more people in the process to provide a feeling of inclusion in the design process for a tool that was being developed for them to use on a daily basis.

Outcome

I analyzed the data using thematic analysis and found 3 main themes that needed improvements: the design of the product, technical issues, and operational questions. The outcome was shared as a report to improve the work efficiency and usability of the product.

After the report, the product design team decided to run some A/B tests, and the operations team held meetings with team members to address some operational issues that were mentioned in the report.