Challenge
Uplift the customer completion rate for the online purchase process and integrate biometric identification to improve customer verification while mitigating identity theft and fraudulent transactions.
Approach
Analysing and validating the checkout experience to identify areas where we could streamline customer information and steps, thereby fast track the completion of online product purchase transactions.
Conducted user research to gauge customer reactions to the implementation of biometric technology within the online purchase process. Subsequently, we designed and tested a Minimum Viable Product (MVP) with the participation of Optus and other customers, aiming to assess the end-to-end experience and gather valuable feedback.
Current and future journey analysis
Future checkout decision flow
Future biometric interaction flow
Scenarios and exception errors
MVP - Usability testing findings
