Making identity verification easier with Singpass
Helping customers choose a simpler and more secure way to verify their identity.
Company
PayPal
Project
Singpass Experimentation
Focus
UX Content Strategy, Choice Architecture, KYC
Making the easier choice easier to see
In Singapore, we observed that many customers chose manual identity verification even though Singpass offered a faster, simpler, and more secure way to verify their identity. The goal was to enhance the verification method selection to make the recommendation clearer through design and UX content, while still giving customers the option to choose manual verification.
Guiding customers through Singpass
The content approach focused on helping customers quickly understand the benefits of using Singpass and feel confident choosing it as their verification method.
Highlight the benefits
Use clear, straightforward messaging to communicate that Singpass is fast, secure, and easy to use.
Make the recommendation clear
Improve the visual hierarchy and content to highlight Singpass as the recommended option.
Preserve user choice
Keep the manual verification option available for customers who prefer an alternative method.
A clearer verification choice
The enhanced design and content made it easier for customers to understand their options and see the benefits of using Singpass, while still giving them the flexibility to choose manual verification.
Clarity at the point of decision
This project reinforced the importance of clear, benefit-driven content and thoughtful choice architecture in helping customers make informed decisions. By making the advantages of Singpass more visible and easy to understand, we created a more intuitive experience while still supporting customer choice.