As part of the onboarding process for taking out retail consumer finance, checks must be performed on customers to confirm their identify. Previously this was done by the retail locations when completing a finance application, however Barclays decided to bring in a new 3rd party application (called Onfido) to use to verify customer identity. Concerns were raised about customer reaction to using a 3rd party tool as part of the onboarding process and so there was a need for research to gather and understanding of customer perceptions towards using the Onfido tool as part of a retail credit application.
As part of the process of bringing the Onfido tool into the Barclays retail credit onboarding journey, senior leadership required discovery into customer perception of using a 3rd party tool for identify verification.
Overall this research was very successful and became a key signpost in the future development of the new credit onboarding journey. Not only did it help validate the UX journey it also put at ease many key senior stakeholders who had reservations about using a 3rd party tool for ID verification. The results of the work presented here helped them to understand that customers were happy with the direction the product team was pursuing.