DWP’s approach to remote identity verification for citizens: Lessons learned so far

Interim Lead Interaction Designer, Identity & Trust
DWP Digital


Interim Lead User Researcher, Shared Channels Experience
DWP Digital


15 Sep 2017
15:00 - 15:20

DWP’s approach to remote identity verification for citizens: Lessons learned so far

DWP set-up Identity & Trust (ID&T) to implement cross-channel identity verification (IDV) capabilities for DWP service lines. The last 18 months has seen a focused user-centred design and research process that seeks to understand the needs of citizens around remote IDV, taking the resulting solutions from Discovery to Alpha, with a Private Beta due soon.

Jane and Ben will take you through the journey the ID&T Design & Research team has undertaken, covering the challenges of designing a central capability (as opposed to an end-to-end service), the pitfalls they encountered, and the resulting IDV design and research insights and good practices that have emerged from their work.