Digital identification and UX: the key to better conversion rates
Why effective user guidance matters
Processes like opening an account or applying for a loan have one thing in common: they require smooth customer identification. If the process is too slow, complex, or unclear, many users will drop off. A strong UX makes the difference between conversion and abandonment.
In digital business models, a lot depends on whether users can complete an identification process without friction – whether it's opening an account, ordering a new SIM card, or providing an electronic signature.
It’s precisely at this moment of digital customer onboarding that trust, carefully built beforehand, is either confirmed or lost. If the process is complicated, takes too long, or lacks clear communication, a nearly converted customer can quickly turn away. Great UX isn’t a bonus here – it’s business-critical.
«Catching customers online is challenging—it's all the more frustrating when no one bites.»
UX in digital identification: what matters
UX is more than just design—it encompasses the entire user experience. Especially during digital onboarding, users often encounter obstacles: complex forms, video chats, app installations. These can quickly become cumbersome and time-consuming.
Regulatory requirements may limit design flexibility, but that makes clear, intuitive, and seamless user guidance all the more important.
At fidentity, we develop our solutions so that even complex legal requirements remain in the background—ensuring the process remains intuitive and understandable for end users.
Key UX Principles:
- clear language and visual guidance
- no media disruptions—no detours to the app store
- speed—the goal is to complete the identification in under 2 minutes
- error tolerance and transparent feedback
- ability to resume after interruptions
Digital identification and signature from a single source—flexibly deployable
IDENT
Legally compliant, fully automated digital identification—ideal for digitizing KYC processes and wherever individuals need to be identified. Usable directly at the point of sale to support sales teams or remotely in self-service onboarding.
SIGN
Digital signature with qualified electronic signature (QES). With SIGN, your customers can sign legally binding documents anytime—remotely, without an app, without detours.
IDENT and SIGN complement each other to form a seamless solution—from identity verification to electronic signature. Both modules can be flexibly integrated and adapted as white-label solutions to your existing system and branding. For a seamless, intuitive user experience—simple, secure, and efficient.
The impact of strong UX
Effective user guidance isn't just aesthetically pleasing—it has measurable effects:
- higher completion rates
- fewer process dropouts
- more satisfied users
- reduced support effort
- stronger market differentiation
Over 85% of fidentity users complete their identification process successfully on the first attempt. Thanks to intuitive user guidance, clear feedback, and targeted support from our AI, customer onboarding is hurdle-free.
Whether it's incorrect ID data or wrong camera settings: IDENT detects common stumbling blocks and provides immediate assistance—without your customers needing a manual.
Practical conclusion: good UX makes the difference
A strong user experience determines whether digital processes are completed—or abandoned. Especially in sensitive operations like account opening, loan approval, or contract signing, every click counts. Those who remove obstacles and elegantly keep legal requirements in the background not only achieve more completions but also strengthen trust in their brand.
fidentity combines UX expertise, compliance excellence, and seamless integration. With IDENT and SIGN, you receive solutions that enable legally compliant identification and qualified signatures—simple, fast, and seamless—certified by KPMG and compliant with ZertES and eIDAS.
Looking to build efficient, compliant digital business processes?
We’re here to support you – our solutions are intuitive, flexibly integrable, and legally compliant.
Our sales team will be happy to advise you on the optimal integration into your systems.
