How to Get Identity Verification UX Right
Flows where users prove who they are, through documents, selfies or database checks.
Priya Raghunathan
At a glance
- Document capture photo quality drives automated failures
- Fallbacks manual review is needed when automation fails
- Accessibility verification steps must be usable by disabled users
- Bias automated checks can perform unevenly across groups
Why it matters
Why it matters: Verification is a common drop-off point, and failures disproportionately affect people with unusual documents or circumstances.
Best practice
- Give clear guidance for document photos
- Provide a manual review route
- Support accessible alternatives
- Explain what happens to submitted documents
- Monitor failure rates across user groups
Common pitfalls
Watch out for:
- Automated verification with no human fallback
- Unclear reasons for rejection
- Selfie checks with no alternative
- Documents retained indefinitely
When to call in a specialist
Bottom line Bring in help when verification blocks legitimate customers.
Where this comes from
- National Institute of Standards and Technology — Digital Identity Guidelines
- W3C Web Accessibility Initiative — Understanding Success Criterion 3.3.8 Accessible Authentication (Minimum)
The figures and practices above come from the sources listed.
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