🎥📲 Lights, Camera, Verify!
🧠 “Verification? Ugh.”
Let’s make it so simple your nani could do it with one hand while sipping chai.
🔍 The Challenge
The existing verification process was a maze.
Customers didn’t know where to click, what to say, or when it was done. Some even thought the call was over when it hadn’t started yet. 😅
The result? Missed verifications, frustrated agents, and customers losing trust.
🎯 Project Goals
My goal was simple:
Make policy verification feel like a friendly guided tour, not a tech exam.
Make verification less “ugh” and more “oh, that’s easy.”
Design and development of high-converting sales landing pages tailored for real estate listings, lead generation, and promotional campaigns.
Dedicated pages to showcase ongoing or completed construction projects, including project timelines, milestones, and photo galleries.
Reduce drop-offs, confusion, and failed verifications
Creation of a clear and accessible Frequently Asked Questions section to improve user trust and reduce support inquiries.
🕵🏻🔎 My Research
To understand the customer journey and pain points, I conducted:
User Interviews: With insurance agents and customer support teams to learn about common verification issues.
Customer Calls: Observed 3 live verification sessions with elderly users to identify usability challenges.
Secondary Research: Studied verification flows from banking and telecom apps.
🎥 See it in action!
Check out real moments from my customer research calls — full of expressions, confusion, and laughs 😄
👉 View Images & Videos
👀Key insights or findings
After talking to real customers and watching how they used the current process, I realized that most of them struggled with technology — especially during video verification. Many didn’t understand the steps clearly, got nervous when the call didn’t connect, or felt unsure about what to do next.
It became clear that the app needed to feel more like a friendly guide than a complicated tool. Simple language, clear instructions, and visual cues were essential to help users feel confident and complete the process smoothly — without any stress or confusion.
👨🏻User Persona
🧠 Empathy Map
💡Ideation
🧠 Design Challenges We Solved
🧪 Usability Testing Feedback
During usability testing, I received a few key feedback points:
Ask for documents earlier: Users suggested collecting the required documents before the waiting time starts. This helps reduce the overall waiting time — for example, if the wait was 4 minutes, it could be cut down to around 2 minutes.
Separate lifestyle and proposal questions: Users recommended separating these two sets of questions. The lifestyle questions can also be asked before the waiting period, which again helps save time.
Help elderly users with the camera: Since most users are elderly and often struggle to flip the camera, the feedback was to give the agent the ability to control or flip the camera from their end.