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7 ways to improve customer’s identity experience at sign-up

Your sign-up flow is crucial in making a good first impression with new customers. Identity verification is a necessary part of this — it’s how you keep yourself and your users safe — and it doesn’t have to be frictional.

At Onfido we pride ourselves in helping our partners craft the best possible user experience for customer’s verifying their identity. It’s how we maximize completion rates and minimize drop-off.

In this webinar, Lizzie Laundy (UX Research Lead) and Charlotte Sferruzza (Product Design Lead) will share their top tips for creating great identity flows, with user experience in mind.

Watch now to learn:

  • How to prepare users for identity verification and manage expectations
  • How to build identity flows with all outcomes in mind – including ‘unhappy paths’
  • How cognitive friction can sometimes be more important than the number of clicks
  • And much more!


Lizzie Laundy — UX Research Lead
Lizzie leads Onfido’s User Research Team which helps bring user empathy to cross-functional teams and is at the heart of a human-centred design process.

She has 12 years experience across a range of industries helping companies uncover customer insight and translate it into product, business, and brand decisions.

Charlotte Sferruzza — Product Design Lead

Charlotte Sferruzza is a product design lead at Onfido who’s leading UX design work on onboarding experiences with a focus on accessibility. She works closely with user experience researchers and customers to shape the future of remote identity verification.