2022-2023
🤝
Collaborated with 1 other product designer
🤓
Led accessibility improvements
✅
Raised awareness of accessibility challenges across teams
Executive summary
Context
Singpass Face Verification (SFV) enhances security for high-risk transactions such as setting up Singpass app and editing CPF withdrawal limits. However, high dropout rates and user complaints highlighted usability concerns. Before expanding SFV to more high-risk transactions, the design team urgently investigated user sentiments to identify critical design improvements.
Overall impact
Increased Face Verification success rates from ~80% to ~90%
Improved accessibility of Face Verification for visually impaired users and raised awareness of visually impaired users' challenges across product teams
Research objectives
We conducted user interviews with 15 users to learn more about:
How users feel about Singpass Face Verification (SFV)
How users feel about the need for extra authentication
What is the effectiveness and timeliness of our existing designs (i.e. messaging, content, illustrations)
Who we spoke to
Findings
7 out of 15 completed Singpass Face Verification
6 out of 15 did not complete
Due to
Mask covering mouth
Changes in facial features
Stuck while scanning face
2 out of 15 did not participate
Due to
Discomfort about face scanning
Overall experience
12 out of 15 participants expressed neutral-negative emotions.
“Surprisingly quite fast and easy.”
-P05
“Easy - just a little bit lengthy, but good because it’s 2nd layer of protection..”
-P06
“[It is] black & white, and flashing lights really put me off..”
-P14
“[I see Face Verification] I will bypass it, I will cancel the whole thing.”
-P04
Concerns about Singpass Face Verification
Inconvenience — face scan takes longer than other login methods such as SMS OTP
Uncertainty — anxious and unsure of what is happening behind Face Verification
Reliability and troubleshooting — scans may fail or behave unpredictably over and over again
This project was done in 2023, and not all concerns could be addressed through design alone — some issues stemmed from communication gaps, engineering constraints, and broader service limitations. More details can be shared in person.
Design improvements
To reduce inconvenience and uncertainty of Face Verification, we replaced wordy do's and don'ts with a demonstration GIF to set scan expectations and prepare users for visual cues.
Before
Begin scan
Back
Here are some guidelines. Find out more here.
Look into the front camera and select “Begin scan”.
By selecting “Begin scan”, you are allowing us to match your photo with the government’s biometrics database based on the Terms of use.
Clear glasses
Keep headgear
and hair off face
Indoor lighting
Keep mouth closed
Tinted glasses
Cover your face
Smile widely
Very bright lighting
Begin scan
After
GIF communicates flashing lights
SMS OTP
Face Verification
Before you begin, ensure:
Maximise screen brightness
Well lit area
No mask
Clear glasses
Keep still
By clicking on Begin Scan, you allow us to capture your face scan and compare it against the government’s records to verify your identity, as set out in the Singpass Terms of Use.
Begin scan
Simplify do’s and don’ts to key points
Disclaimer: Updated animation was done by the other product designer.
Next, we also removed the black and white filter while scanning. 9 out of 15 participants shared that not seeing their face was shocking. They hope to see their face while scanning as much as possible. Removing the filter also allows users to correct any lighting issues on the spot and increases probability of a successful scan.
Before
After
Problem 2: Face Verification is not accessible for visually impaired users, leading to weekly escalated helpdesk tickets
Context
Visually impaired users struggled with Face Verification during Singpass app setup.
As sighted users, we struggled to understand why VI users faced challenges with Face Verification despite VoiceOver/TalkBack. To gain deeper insight, I collaborated with a GovTech Accessibility team colleague to organize a focus group discussion to empathise usability challenges better and learn more about workarounds.
Research method
I led a focus group with 5 visually impaired users with varying Face Verification experiences and outcomes.
Collaboration across teams
I rallied designers and product managers across Singpass devision to be sub-moderators in the session. This allows them to experience interviewing and empathising with visually-impaired users.
"My greatest takeaway is getting to see in real life how visually impaired users interact with SFV, it really requires a lot of patience."
— Product manager of Singpass app
Usability gaps
🤷♂️ Lack of precise audio feedback while scanning
😵💫 Scan starts too quickly — user moved while the scan is in progress.
Design solution
I proposed a audio feedback diagram to provide more guidance for visually impaired users.
Design improvements
Next steps
We are exploring alternative login methods beyond Face Verification.
Overall impact
Raised Face Verification success rates from the range of 80% to the range of 90%.
Additional 'Scanning' and 'Scan completed' prompts ensure visually impaired users stay still and increase chances of a successful face scan.
Led efforts to engage 4 designers (including a researcher) and 3 product managers in understanding the challenges of visually impaired users—fostering empathy and guiding more inclusive product decisions for Singpass
Due to confidentiality of government projects, details on limitations and implementation will be shared in person—thank you!