Overview

Questrade needed a modern, automated ID verification process to streamline onboarding, improve user trust, and reduce manual intervention. The existing system relied entirely on manual document uploads and back-office processing, leading to delays and drop-offs.

​Company: ​Questrade
App: ​QuestMobile
Year: 2024

Challenge

The original verification process was manual, inconsistent, and created significant friction during onboarding. Users had to upload government-issued ID files without guidance, often leading to incomplete submissions and support tickets. The challenge was to replace this with a seamless, real-time experience that felt secure, simple, and efficient.

My role

As the Senior Content Designer, I partnered closely with a UX designer and a UI designer to conceptualize, design, and deliver a brand-new, end-to-end ID verification flow. I was responsible for all UX copy, content strategy, and ensuring clarity and user trust across the experience.

Voice and tone
Conversational, direct, and trustworthy

Process and collaboration

• Worked collaboratively in Figma to map the ideal user journey and content needs for each screen
• Created and iterated on microcopy for instructions, buttons, alerts, and error states
• Coordinated stakeholder feedback (including compliance and legal teams) to ensure regulatory accuracy
• Supported usability testing with real users to validate language clarity and task success
• Developed content guidelines for handling sensitive topics like identity verification, ensuring tone conveyed security without anxiety

Solutions

• Introduced a multi-step, guided flow that walked users through the process of capturing and submitting ID documents using their mobile device
• Wrote clear, reassuring copy to help users understand what documents were needed and why
• Created smart error messaging and confirmation states to reduce drop-offs and ambiguity
• Helped integrate help text and fallback options for users who encountered issues (e.g. poor lighting)

VIEW Full Flow

Outcome

• The new ID verification flow replaced the manual upload process entirely and became a core part of the account onboarding experience​
• Feedback from usability testing and customer support highlighted the simplicity and clarity of the new experience​​

2 min 41 secs
average completion time

95.19%
completion rate

61.75%
auto approval rate

More samples of my work​