Fraud is increasing. Citizens expect more.
And government systems are under pressure to deliver both secure and seamless digital services. Our latest research proves that meeting both goals is not only possible, it is essential.
What We Found
In hands-on testing with real users, common identity verification flows broke down quickly:
80% of users misunderstood what “legal name” meant until the label was clarified
33% missed key verification options because layouts were unclear
Most users ignored long instructions and missed critical steps
But with simple design changes, performance improved significantly:
Success rates for name matching doubled
95% of users rated the new flows as “simple and fast”
Support calls and user confusion dropped sharply
Why This Matters
Verification is the first point of contact in digital service delivery. If users fail early, they are locked out, and public trust erodes. Weak flows invite fraud. Rigid flows exclude legitimate users.
This is not a design problem or a security problem. It is a system problem — and it is fixable.
What You Can Do Now
Many improvements are low effort and high impact:
Replace jargon with clear, plain labels
Display all verification options clearly — do not nest them
Add progress steps users can follow and navigate
Include visible support options and easy recovery paths
Break content into short, scannable blocks
Reinforce trust through clear branding and messaging
Download the Full Report
This summary barely scratches the surface. The full 33-page report includes:
Evidence-based findings from usability testing
Specific breakdowns of common pitfalls
Step-by-step recommendations with effort levels
Results showing measurable gains in success, trust, and fraud prevention
Download the full report: Enhancing Identity Verification in Canadian Public Services