Identity Verification Journey Map
I helped an agency save millions by understanding their current identity verification process
The USPS receives between 70,000 and 80,000 requests for two of their services everyday. For users to qualify for these services they must verify their identity, a process that relies heavily on third parties and is expensive for the agency.
What if we were to bring identity verification services in-house to cut costs?
I was tasked with auditing existing infographics for a new IT service, and creating a custom journey map to explain the current verification process and proposed new capability.
Stakeholder workshops helped outline the lage cost of using two identity verification services.
My process
I began by familiarizing myself with existing infographics made used to explain each part of the proposed new service.
Met with product owners and data scientists driving the initiative
Created low-fidelity walk-through of the verification process steps and partners involved
Expanded to include descriptions of each step in the process
Identified that data movement across data lakes was a crucial part of the new service's function
Created custom infographic using Adobe Illustrator to complement the verification journey
The infographic included a circular chart with layers related to data storage, internal data lake, and specific data to be used in the new service
Added key KPIs to the top of the graphic to highlight the benefits of starting the new service for the client
My journey map became the source of truth across stakeholders
Using Adobe Illustrator, I articulated the upcoming data strategy across eight internal systems and three data sources so that executives, legal and privacy teams could understand the impact and process of transitioning to use internal data to provide customer identity verification services.
Ultimately the account team received funding to begin work on this project
The client kept a large poster print out of this graphic in her office so that she could share it with other employees when they came in to talk with her.
