Back in September 2022, the Home Office shook things up by revising its digital Right-to-Work check guidelines. This threw a curveball at users of Orka Works who relied on the app for their employment verification. I found myself leading a critical project to revamp Orka's identification process. The catch? We had to move fast. Recognizing the urgency, I worked on weaving the new guidelines into a single, more efficient platform that would tick all the compliance boxes. This not only made life easier for our users but also helped us sail through an audit. It was a win-win, and Orka Check emerged as a robust standalone vetting platform.
Problem & Insights
In collaboration with the product design and product manager teams, we started our evaluation with User Journey Mapping to analyze the current workflows in Orka Work. This led to a Heuristic Evaluation and a Cognitive Walkthrough, focusing on the impact on Orka Work's functionality and the complexities arising from the intertwined checks in Orka Work and Orka Check.
Complexities in aligning Orka Works and Orka Check
Understanding the complexity of implementing these changes. I adopted a Systems Thinking approach to see the bigger picture. This helped us see how the Works App and the Check platform were interconnected and where the fundamental problems lay.
Goals
The Home Office changes, and workers at Orka navigated a complex, multi-stage journey. This began with signing up for Orka Works, followed by Right-to-Work checks, app onboarding, background checks via Orka Check, and culminating in starting their work. Despite being operational, this fragmented process caused user frustration and delays. Through collaborative efforts with our Finance, Growth, and Compliance teams, we embarked on a dual mission: swift enhancements to both the Orka Works and Orka Check apps and the search for a new Right-to-Work Check partner.
Reduce friction on Orka Works onboarding screen
Our goal was to simplify the onboarding process, ensuring peace of mind for workers and effortless work experience. These improvements would result in increased engagement with the onboarding process, higher signup rates, improved user retention, an enhanced reputation, and the attraction of new users. Additionally, it would enable users to start working more quickly and easily, benefiting both them and the businesses that rely on the app.
All the checks are in one place
Orka Check has developed a self-contained vetting platform that encompasses both the right-to-work and right-to-check processes. This comprehensive approach ensures users can seamlessly onboard and promptly commence their work. This holistic approach streamlines user onboarding, ensuring a seamless and efficient experience. Users benefit from reduced complexity, quicker commencement of work, and a user-friendly interface, enhancing overall satisfaction.
In a somewhat déjà vu moment, I drew upon my previous experience with advanced ID verification solutions and realized that our existing ID verification partner, Onfido, might no longer be the ideal fit for our needs. Our analysis of Onfido revealed several key issues. Firstly, it predominantly focused on document-based verification, which didn't align with the diverse range of verification scenarios we encountered, thus highlighting a significant mismatch. Secondly, Onfido operated as a web-based platform, posing challenges for our predominantly mobile-oriented user base, and creating friction in the verification process. Lastly, and critically, its verification procedures failed to align with the updated standards set by the Home Office, indicating a lack of regulatory compliance — a vital factor in our industry.
Solution
Step: 1
The first step involved scouting for a new partner that could offer advanced and compliant Right-to-Work check services, aligning with the latest Home Office standards.
During this race against the clock, I took on a multifaceted role, encompassing leadership within the design team and steering our overarching product strategy. My responsibilities spanned conducting comprehensive research and user interviews, guiding the development of visual and interaction design elements, and ensuring seamless coordination with our front-end development team.
Step: 2
Integrating the new Right-to-Work check as the initial step in the Orka Check Candidate platform was crucial. This integration ensured a seamless and efficient start to the user’s verification process
Step: 3
Reflect Changes on Orka Check Screening Portal: Updating the Orka Check Screening Portal to mirror these new procedural changes. This was essential to maintain consistency and clarity across all user touch points.
Results
Orka's Right-to-Work Check transformation resulted in improved user satisfaction, faster onboarding, an enhanced reputation, and cost savings. Achieving full compliance with updated Home Office standards ensured regulatory adherence, while an increase in user registrations indicated platform appeal. Data integrity remained intact, scalability increased significantly, and internal teams reported higher job satisfaction. Notably, Orka successfully passed the audit, further solidifying its competitive edge in the HR tech industry
Research
In September, the Home Office modified the digital Right-to-Work check process. Pre-COVID, these checks required physical document exchanges, but during the pandemic, video calls were temporarily allowed for verification. Post-COVID, the Home Office reverted to the original method, creating two distinct groups for verification: those with UK or Irish passports or a Home Office share code can still use digital checks, while those without these documents must provide physical documentation or visit in person. This change significantly impacts vulnerable job seekers, influencing the focus of my project at Orka to develop an inclusive, compliant verification system.
The withdrawal of the digital checking method, previously successful for 26 months, adds a significant obstacle for the thousands of workers using Orka Works amid a cost of living crisis, compounding the struggles of hourly workers.
Xfn Collaboration
Within a challenging three-month timeframe spanning from September 2022 to January 2023, I assumed the role of project lead responsible for designing the identity verification process. Collaborating with a proficient UX designer, three adept engineers, and a seasoned Product Manager, we formed a dynamic team to address our time-sensitive objectives.
During this race against the clock, I took on a multifaceted role, encompassing leadership within the design team and steering our overarching product strategy. My responsibilities spanned conducting comprehensive research and user interviews, guiding the development of visual and interaction design elements, and ensuring seamless coordination with our front-end development team.
Strategic Phase 1 of 5
Identifying a Partner
With time ticking away, we knew we had to make a bold move. Recognizing the limitations of our current ID verification system with Onfido, we saw an opportunity for significant improvement. We proposed the idea of partnering with a new, more advanced Right-to-Work Check provider.
This proposal was presented to our CEO, followed by a collaborative meeting with the finance and compliance teams. Our goal was to find a partner that offered a broader spectrum of verification capabilities, was more in tune with our mobile user base, and fully compliant with the updated Home Office standards. This shift was aimed at enhancing our operational efficiency while ensuring strict adherence to regulatory demands.
We outlined our requirements for a partner, emphasizing liveliness checks, mobile functionality, security, compliance, integration, and cost-effectiveness. After a swift evaluation, we narrowed down our choices to Veriff and Yoti.
In a two-day process, we carefully reviewed proposals from both companies, considering technology, accuracy, user-friendliness, security, scalability, and cost. Practical tests with real data confirmed their performance. We also factored in data privacy, customer support, and reputation, ultimately choosing Yoti for their advanced verification and alignment with our goals.
Our collaboration with Yoti started with detailed discussions between their team and ours, focusing on integration and implementation. This step streamlined verification, boosted compliance, and improved user experience. Once we had Yoti on board I had a couple of meetings with Yoti team along with the engineers to understand the integration and implementation.
Strategic Phase 2 of 5
Streamline Orka Works Onboarding
I implemented an agile and iterative approach to design and prototype the system. Initially, I developed the initial design set and conducted workshops involving cross-functional teams to gain consensus. After several rounds of iterations and refinements, we reached a final design.
Previously, users would perform Right-to-Work (RTW) checks once and then proceed to complete other sections before conducting a background check.
Now, after users sign up and complete the first step, they are seamlessly redirected to conduct all necessary checks on the Orka Check platform. Furthermore, before users can add their SIA License within the Orka Works App, they are guided to the Orka Check Platform, ensuring a more efficient and streamlined user experience.
Reduce friction on Orka Works onboarding screen
Strategic Phase 3 of 5
Adding new features to the Orka Check Platform
Upon a thorough examination of tracking information and user satisfaction metrics for the Orka Check Platform, I leveraged existing UI elements and UX patterns to seamlessly integrate the Right-to-Work (RTW) check.
The design process entailed several iterations to ensure a refined and user-friendly dashboard page for Orka Check, ultimately resulting in the final design. This meticulous approach aimed to enhance the user experience while maintaining consistency with established design elements and patterns.
Strategic Phase 4 of 5
Successful integration
Upon a thorough examination of tracking information and user satisfaction metrics for the Orka Check Platform, I leveraged existing UI elements and UX patterns to seamlessly integrate the Right-to-Work (RTW) check.
The design process entailed several iterations to ensure a refined and user-friendly dashboard page for Orka Check, ultimately resulting in the final design. This meticulous approach aimed to enhance the user experience while maintaining consistency with established design elements and patterns.
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In addition to the Yoti integration, we also introduced a significant change by making it mandatory for both existing and new users to upload photos of their SIA licenses. Previously, users were only required to provide license information. This enhancement ensures greater accuracy and compliance.
Before
With just SIA license number
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After
Continued the existing flow and added clear instruction on how to add photos after SIA License
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Adding new licenses contributes to a more robust and reliable verification process, promoting accuracy, compliance, and user trust, while also enhancing security.
Before this change, users could only add licenses by providing license information. However, after the update, users are now mandated to upload photos of their SIA licenses when adding new licenses, ensuring a more robust verification process.
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Compliance with Home Office regulations necessitated the maintenance of comprehensive records pertaining to the Right-to-Work (RTW) and Liveliness checks, inclusive of the RTW document
Right to check and ID verification screen
Strategic Phase 5 of 5
Development and Deployment: The final stage
We worked hand in hand with our talented development team to transform our visionary design into a reality. This involved harmoniously integrating the design with the necessary APIs and systems, leveraging state-of-the-art technology to achieve exceptional functionality.
Future steps
Although we've made significant strides, only 30% of users complete the onboarding tour, indicating an area ripe for enhancement. I will initiate a thorough overhaul of the Orka Works sign-up and onboarding process. This will involve redesigning the user journey to prioritize simplicity and user-friendliness. I'll employ user-centric design principles, conduct usability studies, and engage with stakeholders to gather input and insights. The goal is to create an onboarding process that is intuitive, efficient, and tailored to the needs of our users.
I will establish a User Feedback Loop to ensure ongoing communication with our user community. This will involve soliciting feedback through surveys, user interviews, and user testing sessions. This invaluable input will guide the iterative refinement of Orka Check and the onboarding process, ensuring that they evolve in alignment with user preferences and needs
Reflection
This journey has been a rollercoaster of emotions, challenges, and triumphs. When I first took on the role of a product designer for this critical project, I'll admit I felt a mixture of excitement and apprehension. The tight three-month timeline seemed like an insurmountable mountain to climb, and the pressure of ensuring Home Office compliance weighed heavily on my shoulders. There were moments when I doubted whether we could complete this ambitious task in time. The Home Office compliance standards are stringent, and any misstep could have serious consequences. But that pressure, as daunting as it was, also served as a driving force. It pushed me to explore new horizons, challenge the status quo, and innovate at every turn.
One of the most transformative parts of this journey was our collaboration with Yoti. Those meetings were more than just business transactions; they were opportunities for growth and learning. I had the privilege of witnessing firsthand how advanced identity verification solutions worked, and it opened my eyes to a world of possibilities. The evolution of our partnership with Yoti not only streamlined our verification process but also broadened my understanding of cutting-edge technology and its potential impact. When we passed the audit, it was a moment of sheer joy and pride. The positive shift in our company culture was palpable. It became evident that my role as a designer had transcended its traditional boundaries. I was no longer just designing interfaces; I was shaping the future of our organization, ensuring it stayed ahead in a rapidly evolving landscape. However, there were moments that took me by surprise, like when the other designer left the project. It was a shock, and I won't deny that I felt a sense of uncertainty. But I knew we couldn't afford to slow down. So, I took a deep breath and kept the momentum going. It was a test of my resilience, and I'm proud of how we persevered.
Understanding the complexities of our interconnected platforms filled me with a sense of accomplishment. It was like solving a complex puzzle, piece by piece. Every breakthrough, every insight gained from the research and design process, was a source of immense pride. I realized that even the most intricate challenges could be overcome with dedication and teamwork. Speaking of teamwork, that was one of the highlights of this journey. Working with a diverse group of individuals, each with their unique perspectives and ideas, was incredibly enriching. Listening to the wealth of inputs and ideas from various team members was not only enlightening but also humbling. It reinforced the belief that the best solutions emerge when we collaborate and embrace diversity.
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