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CASE STUDY / 04
AVAST × DIGITAL SERVICE AGENT

Trust once.
Access
everything.

Designing a reusable digital identity experience that simplifies onboarding, payments and verification across merchant services.

UX / PRODUCT DESIGNIDENTITYONBOARDINGPAYMENTSVERIFICATION
IDENTITY / CONSENT
SHARE → AUTHENTICATE → CONTINUE
Original merchant registration screen with DSA optionOriginal DSA biometric verification screenOriginal merchant account success screen
01 / THE HUMAN CONTEXT

Meet
Alex.

A customer who wants to access a service, not complete another identity verification process.

GOALGet access immediately.
FRICTIONRepeated registration, uncertainty over data sharing, verification delays.
OPPORTUNITYGive Alex control over sharing trusted information.

Illustrative persona based on the service-design scenarios.

Illustrative portrait of Alex using a phone
JOURNEY / ACCESSING A MERCHANT SERVICE01 / 04
01 / REGISTRATION

Another registration form.

Alex is trying to access a merchant service but encounters another account creation or verification request.

Corresponding step of identity journey
02 / THE DESIGNED EXPERIENCE

Four
journeys.
One identity
layer.

A reusable DSA experience applied across key merchant use cases.

01 / ONE-TAP ONBOARDING

Register without starting from scratch.

An existing trusted identity provides the verified details needed to create a merchant account, with user permission.

Original DSA use case screen
03 / HOW IT WAS DESIGNED

From
ambiguity
to system.

Turning a complex identity ecosystem into a clear, reusable and trustworthy experience.

Original discovery research board mapping multiple identity contexts
01 / EXPLORE

Understand the ecosystem.

Map where identity, data, and trust intersect across commerce, finance, travel and other services.

Original merchant and consumer jobs-to-be-done matrix
02 / ALIGN

Connect merchant and consumer needs.

Translate the merchant's need for trusted onboarding and the customer's need for easy access into shared experience principles.

Original merchant workflows and service blueprints
03 / DESIGN

Translate complexity into flows.

Define consent, identity transfer, authentication and hand-off as repeatable steps across multiple services.

PROCESS / KEY ACTIVITIESDISCOVERY ↗JOURNEY ARCHITECTURE →WIREFRAMING & PROTOTYPING →VALIDATION
04 / DESIGN OUTCOME

One identity layer.
Multiple service journeys.

A consistent, trusted and user-controlled identity experience that merchants can integrate and customers can use across different services.

Design proposition and prototype flows shown; quantitative impact is not claimed.

♙  Onboarding
▣  Payment
▤  ID verification
◉  Age verification
◎DSA
MERCHANT SERVICES
Commerce, finance,
travel, lifestyle