Security Improvements and Better User Retention for Leading Payments Company

challenge

UNDERPERFORMING DIGITAL IDENTITY SOLUTION WAS LOSING USERS

Abitab is a leading company in the payment and financial management industry. One of their services is a digital identity platform, where users can securely log in and complete paperwork, payments and more online. The initial version of this solution wasn’t easy to use and user satisfaction was low. Abitab sought our help to improve all aspects of the platform and turn it into a robust and highly competitive solution. Identifying and understanding the existing platform’s problems was key for starting this project; we were aware that our client was losing many users to an alternative platform in the market, so it was important to learn what the other digital ID solutions were offering to be able to build a solution that could become the users’ top choice.

solution

POWERING UP THE APP’S UX AND TECH FOUNDATION

Our work was integral: on one side, we worked on the redefinition of all user flows, which was improved and iterated according to user feedback and information gathered in usability testing. We also improved the technical robustness of the application, both in the mobile and the web version of the solution. One of our highlights to the case was adding facial recognition, which was used to certify the users’ identities with more accuracy. This allowed the client to offer users a whole new set of online functionalities backed by legal requirements of digital identity, such as tax management and more. By doing this, we were able to bypass the competition and create a platform that our client’s users could trust with such sensitive information.

results

LAUNCHING A SUCCESSFUL DIGITAL IDENTITY PLATFORM THAT PUT SECURITY FIRST

In the first phase of the project, we standardized processes and adapted the existing users’ environments to make sure they were all using the solution according to new legal requirements. Now, we are working to ensure that all new clients joining the platform use the new solution from the very beginning. We are also adding more user levels, which will require different authentication processes and will unlock different sets of functionalities according to how safe the login and authentication has been for each person. In the design area, we have received positive feedback from both our client and the platform’s users. We are looking forward to further improvement on the solution, always using feedback and adapting to the client’s growing and changing needs.

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Security Improvements and Better User Retention for Leading Payments Company

UNDERPERFORMING DIGITAL IDENTITY SOLUTION WAS LOSING USERS

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