Project
QUT Digital ID Card
Innovation · UI/UX · User Testing · UX Research · Roadmap + Strategy
Queensland University of Technology
2023
Role: Design Lead
Overview
ID@QUT involved redesigning both the QUT ID card and its request process, while integrating new technology to embed a digital ID card with full functionality into the QUT mobile app.
As Design Lead for this project, I oversaw Discovery (project vision, purpose, and direction), framed the problem for creative direction, designed and facilitated solutions, and managed product delivery and release.
Discovery / Approach
I facilitated a Design Sprint with the project team that focused on exploring the blue-sky future state first, before examining current challenges and refinements.
This approach freed stakeholders from current-state constraints during ideation, reducing bias in the process. We arranged the sprint room symbolically—future state on one side, current/past state on the other, with the project team positioned in between.
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Design
Four key experiences were designed to complete the migration from physical to digital:
- Redesigning the ID request process and UX.
- Integrating ID verification software into the request process.
- Designing the digital ID card experience in the app, including Gallagher SDK integration.
- Creating a Microsoft Power App for operations to manage failed ID verifications. Additionally, implementing new communication channels—push notifications, QR codes, and in-app messages—to enhance the customer journey.
Interviews with stakeholders and students revealed that ID card customization was a highly desired feature, particularly among students. Indigenous and LGBTQ+ theming options were prioritized for the initial release.
To prevent fraud, we implemented a liveness indicator animation on the ID screen. We also developed a cross-device lock that prevents screen capture of the ID within the app. Push notifications and in-app messaging were introduced to guide users through the ID card process.
A Roadmap for Digital Maturity
We established a clear direction for developing an end-to-end experience. Through scoping sessions with teams and vendors, we identified priorities and dependencies for moving forward. With secured funding tranches in place, we developed a roadmap focused on digital maturity.
The design strategy focuses on maintaining and improving the digital ID card's usability, while enhancing the user experience across all touchpoints. The system leverages automation and technology to simplify administrative tasks. We developed a multi-phase product roadmap and iterations, partnering with technology vendors to support integration and feature offerings.
Solutions
Creating a seamless digital experience where a user could create, validate and administer their own ID card from their mobile device was paramount. We integrated ID scan technology to bio-map a user's "selfie" against required government ID or documents. The digital ID request process was simplified through streamlined UX experiences. Gallagher door readers/technology were implemented to accept individual mobile phone credentials via Bluetooth or RFID—literally opening doors through great design. This enabled us to develop both the QUT mobile app and digital ID card system, eliminating the need for physical student IDs.
Outcomes
The new digital ID allows users to securely interact with the world using their phone's technology. The project achieved operational savings exceeding $100,000 per year, significantly improved efficiency, and saw rapid user adoption.
Contact
Want to view more from this project? Feel free to reach out to hello@mattmc.me for a chat.