experience + brand designer
carol-anne ryce-paul
Revolutionizing the Future of Branch Authentication
Using Artificial Intelligence, Machine Learning, Biometrics, and Document Scanning Technologies
UX Design Case Study
DISCLAIMER FOR CHASE CASE STUDIES
Due to prior contractual obligations, all JPMorgan Chase case studies have been recreated and purposefully anonymized to exclude any information pertaining to the company. Carol-Anne could not exit her role with any design work she produced.
PROJECT OVERVIEW
The Branch Authentication case study showcases Carol-Anne Ryce-Paul’s design leadership at the Innovation Lab, where she was part of a team that developed a seamless, secure authentication experience across branch touchpoints. This project integrates AI, machine learning, biometrics, NFC, and ID scanning technologies to enhance both customer and employee experiences. It addresses critical security needs while reducing fraud and improving operational efficiency.
ROLE
Researcher and UX Designer
TEAM
Branch Innovation Lab
OBJECTIVES
-
Enhance Security Leverage AI and biometrics to reduce fraud from fake IDs and stolen credentials.
-
Seamless User Experience Introduce touchless, secure authentication that minimizes friction in customer interactions.
-
Scalability Develop a flexible authentication system that can be scaled across branches using future-proof technology.
PROBLEM STATEMENT
The Challenge
With a ~$30 million annual loss due to fraud at the teller line, traditional physical ID methods are no longer sufficient for high-risk transactions.
The Innovation Lab aimed to design a new, seamless system that reduces fraud risks while enhancing customer convenience. This system had to support multiple authentication modalities across various touchpoints, from teller lines to ATMs, and integrate with digital solutions like mobile apps and digital wallets.
KEY TECHNOLOGIES
Biometrics Facial Recognition, Fingerprints, Voice, Palm Scanning.
NFC and QR Codes for mobile and contactless authentication.
Document Scanning to verify government-issued IDs.
AI and Machine Learning to identify potential fraud and verify authentication details
Legacy Bank and Branch Systems to certify known customer profiles
RESEARCH + INSIGHTS
User research revealed:
-
High satisfaction with current authentication methods and a strong interest in biometric and contactless options.
-
76.6% of customers were digital-active, demonstrating readiness for digital and mobile authentication solutions.
DESIGN PROCESS
Discovery Phase
-
Investigated various hardware and software solutions that could integrate biometrics, mobile authentication, and document scanning technologies.
-
We explored customer attitudes toward new technologies like voice recognition, NFC, and facial recognition.
-
The team collected insights from lab-facilitated workshops with various teams responsible for the branch touchpoints and previous in-house research initiatives.
Development + Testing
-
Collaborated with key vendors (e.g., Idemia, Incode) and branch teams to evaluate old and developing hardware and biometric capabilities.
-
Partnered with key technology companies (e.g., IBM, Synthesia, Soul Machines) to produce prototypes to test in the mock branch.
-
Tested mobile app login, QR code generation, and voiceprint authentication across different branch touchpoints (e.g., ATMs, teller lines, banker desktops).
Prototyping + Implementation
-
We created branch experiences to simulate the end-to-end customer journey, from in-branch login using mobile and NFC to seamless authentication across multiple touchpoints.
-
We integrated conversational AI and machine learning algorithms to test and detect anomalies in biometric verification and document scanning.
TESTING IDEAS
The designed ideation introduced a unified authentication banking system, allowing customers to authenticate using their mobile device, biometrics, or ID scan at any touchpoint in the branch. Key features would include:
Mobile Login + QR Code Customers pre-authenticate using their mobile app, generating a persistent QR code for re-authentication at touchpoints throughout the branch.
Biometric Authentication Customers can authenticate using fingerprint, facial recognition, or voice.
NFC Authentication Enabled tap-and-go authentication using NFC-enabled debit cards or mobile wallets
ID Scanning High-resolution ID scans compared with encrypted databases to authenticate physical IDs.
Challenges
-
Ensuring consistency across touchpoints while dealing with legacy hardware limitations.
-
Balancing customer trust in new technologies (e.g., biometrics) with privacy concerns.
Results
-
Fraud Reduction The integrated system is expected to reduce fraud by ~$10 million annually.
-
Enhanced Customer Experience Customers experienced faster, more secure interactions with contactless and biometric options.
-
Operational Efficiency Bankers could focus more on customer service than manual ID checks, leading to a more streamlined process.
Next Steps
-
Testing Branch Rollout Expand the solution to all testing branches, integrating the technologies and collecting data on authentication accuracy, branch comprehension and integration of new technologies and behaviours, and customer adaption and favorability ratings of service, branch staff and technologies.
-
Continuous Improvement Leverage machine learning to improve fraud detection and authentication accuracy.
FUTURE SYSTEM MAP OF POSSIBLE OUTCOMES
A future branch authentication system map would outline the core service using conversational AI, machine learning, biometrics, and document scanning technologies. It would explore expansion opportunities, identify key stakeholders, and examine the potential impacts on customer experience, security, and bank operations.
Core Service: Seamless Branch Authentication
A secure and frictionless system using biometrics, NFC, AI-powered fraud detection, and document scanning for customer authentication across all branch touchpoints (tellers, ATMs, banker desks).
Key Features
-
Biometric Authentication Facial, fingerprint, and voice recognition, as well as palm scanning, are used for high-security multiple authentication transactions.
-
NFC + QR Code Authentication Contactless options are available via the bank's mobile app for login at ATMs, teller desks, or for other in-branch services.
-
ID Document Scanning High-resolution ID verification using AI-driven comparisons to a secure regional and national database.
-
AI + Machine Learning Fraud detection algorithms continually monitor suspicious behaviours and authenticate customer data in real time.
Expansion Opportunities
The goal is to extend the core service's functionality, integrate it further into digital and cross-channel experiences, and explore more advanced biometric technology.
Mobile Ecosystem Expansion
-
Full Mobile Integration: Users can pre-authenticate before arriving at the branch and opt into geo-location tracking, enabling more efficient pre-visit planning (scheduling, transactions, services).
-
Remote Authentication Enable remote services where customers can authenticate from anywhere, using voice or facial recognition, expanding beyond physical branch boundaries.
-
In-App NFC for All Transactions Expands NFC technology beyond the branch to remote transactions, allowing users to authenticate for high-risk services digitally.
Cross-Channel and Virtual Authentication
-
ATM and Branch Integration Enable consistent NFC and QR code-based re-identification at ATMs and in-branch teller lines. Virtual consultations should also be included, where users can authenticate with biometrics via Zoom.
-
Voice Command Transactions Allow customers to use voiceprints for automated banking interactions in-branch, via phone, or online.
Partner Integrations and Digital Identity
-
Digital ID Integrations Collaborate with state governments to integrate digital driver’s licenses or national IDs into the branch authentication process.
-
Partnerships with Third-Party Apps: Use biometrics and NFC authentication for services in collaboration with digital payment platforms, e-commerce, or government services (i.e., Amazon, Apple, or state governments).
Stakeholders
The goal is to extend the core service's functionality, integrate it further into digital and cross-channel experiences, and explore more advanced biometric technology.
Internal
Branch Customers End-users who will benefit from faster, safer, and more seamless transactions in branches
Branch Employees Bankers whose workflows will be streamlined, enabling them to focus on high-value customer interactions rather than manual authentication.
Innovation Lab Partner Teams The teams leading the testing and development of authentication technologies and improving the user experience.
Fraud and Risk Management Teams focusing on minimizing fraud through enhanced AI and machine learning authentication processes.
Technology Teams and Partners The developers and engineers responsible for integrating authentication systems across various touchpoints and digital platforms.
External
Vendors Companies like IBM, Soul Machines, Synthesia, Idemia, Incode, and Mitek providing biometric and NFC hardware and software solutions.
Government Agencies Local and national governments partnering to create secure digital IDs or enforce compliance with regulations such as KYC and AML.
Third-Party Partners Collaborators in digital wallets, payment services, or e-commerce platforms (e.g., Apple, Samsung, Visa, Amazon) who could integrate biometric and NFC authentication for various services.
Future Impacts
Customer Experience
-
Improved Security and Convenience Customers will enjoy faster, more secure transactions with advanced authentication options like biometrics and NFC, reducing the risk of fraud.
-
Increased Trust and Engagement Customers can trust that their data is secure, leading to more diverse banking interactions across digital and physical platforms.
-
Better Accessibility Biometric options provide inclusive access to customers with disabilities or low-tech literacy.
Operational Efficiency
-
Reduced Fraud AI-driven fraud detection and biometric authentication will significantly reduce fraud risks at branch teller lines, potentially saving ~$10MM+ annually.
-
Streamlined Branch Operations Automated ID verification and contactless authentication systems will decrease teller workload, reduce transaction times, and improve service quality.
Competitive Advantage
-
Innovation Leader Integrating biometric and AI technologies position the bank as an industry leader, attracting tech-savvy and security-conscious customers.
-
Cross-Industry Partnerships Collaboration with tech companies, e-commerce platforms, and governments keeps the bank ahead of digital payment and identity verification trends.
Regulatory and Compliance
-
KYC and AML Compliance AI, and document scanning ensure adherence to Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations, reducing compliance risks.
-
Privacy Concerns Strict privacy laws require precise consent mechanisms and transparent usage policies for biometric data and personal identification processes to mitigate legal risks.
Digital People AI Concierge Customer Identification + Authentication
Learn more about a proof of concept for a seamless branch authentication system that integrates Digital People AI, NFC, biometrics, and ID scanning.
BACK TO
MORE UX DESIGN