The problem
The ID verification process for mortgage journeys meant customers had to visit a Bank of Ireland branch to have their identity confirmed by a member of staff. Customers are time-poor and this caused further delays to the application process.
Solution
Digitise this segment of the application journey by adding the ability to upload various types of ID as part of the mobile journey redesign.
How I helped
I worked with our Researcher and Designer on the copy requirement and participated in user testing.
