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MiLogin
Problems:
Studies from our UX research team showed that older users were less likely to trust screens that asked for information such as their passport or their Social Security number. This was an issue because users needed to provide this information to verify their identity.
These users were less likely to trust a site that redirected them to another site,
Multiple pages meant that users could get confused—and that I needed to differentiate between them, especially when similar flows asked for similar information.
How we solved them
Regarding the issue of trust from users when a screen asked them to provide personal information, I would write an explanation on every screen that would ask for personal information breaking down why MiLogin was asking for it.
When MiLogin would need to use a service, such as Socure, to confirm their information, I would write copy explaining why the user was being redirected, that it was being contracted by the State of Michigan, and that it was to verify their identity.
I also made sure to confirm that when different screens were asking for the same thing for different reasons, to use different language. It was a little step that made a big impact in user comprehension.
Results
Users commented on MiLogin's ease of access and comprehension. We saw an increase in sign ups, which were attributed to the improved language.
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