CLEAR - MOBILE APP

Enabling Mobile Passport Enrollment
 

Mobile app feature enabling members to remotely verify and upload their passports, significantly saving valuable airport time. Intuitive guidance screens, rigorously tested, achieving an 85% completion rate and a 93% successful passport upload rate.

Project Overview

Driven by a user-centric approach and a test-and-learn methodology, I designed and implemented a new feature within the CLEAR mobile app enabling users to scan their ePassports, empowering them to efficiently corroborate their identity remotely and reclaim valuable time at the airport.

Throughout this project, I championed comprehensive usability testing, navigating technical complexities and limitations to ensure an intuitive and seamless experience for every user..

Challenge: Scanning a passport using NFC is an unfamiliar and confusing process.

Ensuring Usability 

Internal Testing

Initial research and internal testing revealed four key insights:

● Clear alignment between visual guidance and accompanying text is crucial
● Robust error state design is essential for successful recovery
● Passport page glare frequently causes photo failures
● User expectations of the process flow diverge from the actual steps

External Testing

Based on these research insights, I designed two variations of the guidance screens for testing. My primary focus during testing was to evaluate:

Attention: Which guidance medium most effectively captures user attention, leading to clearer instruction and higher successful completion rates?

Usability: Which visual asset content best communicates the necessary information and facilitates accurate task completion?

"Expected it to be difficult, but it was easy. Kind of blew my mind" - Testing participant

Results

Through A/B testing with 25 participants, we found that using live video guidance outperformed animations by 12%.

Success rate: 100%
Success on first attempt: 85.7%
Ease of use: 4.6 out of 5

Comprehensive Error Handling

Given the novelty of NFC passport scanning, robust error states were crucial for guiding users to successful completion. This presented a challenge, as a comprehensive list of API error responses wasn't initially available from engineering. Through close collaboration, we defined these error states. As a result of this partnership, I meticulously documented each state and crafted clear, user-friendly messaging for every possible outcome.

Launch Results

The successful launch of this feature, a personal highlight in my design career, resulted in a strong 85% completion rate and a 93% successful passport upload rate.

This achievement provides a significant business advantage by enabling remote mobile enrollments, leading to operational efficiencies and increased member convenience – a true win-win!