A password users had to remember
The old journey defined a password for future entry after verification.
Rebuilding ABANK’s entry and identity flow.
From password-based return access and ambiguous document capture to a clearer, device-aware authentication and identity-verification journey.
- Role
- Design Lead · Reviewer · Decision Partner
- Scope
- Login · Signup · Identity Verification
- Research
- 7 moderated usability sessions
- Status
- Development · Not launched
The old flow made users solve product constraints on their own.
The Product team surfaced the initial problems through existing signals and user feedback. I reviewed the full customer-definition journey with the team.
The issues were not limited to one field. They appeared across return access, card and receipt capture, signature input, and a long mandatory information form.
Video verification already existed; our work focused on restructuring its guidance and place in the wider flow.
No real receipt path
Without a physical card, users had to upload the same receipt twice as the card front and back.
Small, generic capture areas
Card and signature inputs gave too little spatial guidance—especially on smaller devices.
One long mandatory form
Required supplementary information was presented as a single, demanding page.
I helped the team decide what needed evidence—and what needed another iteration.
My role was Design Lead, Reviewer, and Decision Partner. I was not the primary execution designer or the test moderator.
Mehrnoosh
Designed the flows and UI, then brought each flow into review when it was ready for critique.
My role
I reviewed flows, compared alternatives, identified validation needs, and helped decide how findings should change the design.
Bahar
Owned the moderated testing work with support from Mehrnoosh. I reviewed the findings and outputs afterward.
These screens were the middle iteration—not the final flow.
We had improved hierarchy, copy, and guidance, but the solution still carried assumptions that needed to be tested.
The supplementary-information screen shown here is one step inside the full journey. It is not the initial version of the entire flow.
Drag to explore the intermediate, pre-test solution
Legacy entry
Password was still part of the return journey
The earlier experience asked users to create and remember a password after verification.
Supplementary information
One mandatory form still carried too much at once
This is the supplementary-information step inside the flow—not the initial version of the whole experience.
Receipt exploration
The alternative document path began to separate
This intermediate solution was created before testing and still needed validation around serial and tracking-code language.
Video guidance
Preparation was moved closer to recording
Video verification already existed; the intermediate design reorganized its guidance and expectations.
Video verification
Prompt and action were kept together
This screen belongs to the solution that was prepared before the first usability-test round.
Seven users tested the intermediate flow one session at a time.
Participants completed login or identity-verification tasks while thinking aloud.
The team captured hesitation, confusion, errors, and friction. I reviewed the findings and outputs; I did not moderate the sessions.
Hero findingOur first solution was still confusing.
The clearest example was the distinction between the national ID card serial and the receipt tracking code. Testing showed that better-looking UI had not yet created a reliable mental model.
We changed the model, not only the interface.
The final journey addressed access, document states, capture guidance, signature space, and the structure of mandatory information together.
It was then tested again before handoff and development.
Authenticate once per device
Instead of defining a password, users authenticate on first use of each device. Later entry uses fingerprint or Face ID; older devices continue through username-based access.
One explicit capture—not the same image twice
Users whose national ID card has not arrived get a dedicated receipt path and capture the receipt once.
Front and back have real guide frames
Each side of the national ID card has a specific framing guide so users can place the right image in the right area.
A larger signing canvas
We increased the signature area to reduce the difficulty users experienced on smaller devices.
One long form became two readable steps
Because the data was mandatory, we kept every field but split the supplementary information into two sections with clearer progress.
Leadership principleA design review should create room for evidence to challenge the team’s assumptions.
The revised design reduced the confusion observed in testing.
The refined experience was tested again, handed off, and entered development.
It did not reach production, so this case makes no conversion, completion-rate, or post-launch impact claim.
Main learningBack to selected workUsability testing should challenge a design, not validate the designer.