Sravan.
Designing a Progressive Web App for low-friction, remote address verification.
During the COVID-19 pandemic, physical address verification became restricted, creating a critical bottleneck. OnGrid launched Digital Address Verification (DAV) as a Progressive Web App (PWA) to allow candidates to complete secure, remote verification via an SMS link without requiring an app download.
Moving verification to a mobile browser introduced several hurdles:
Handling sensitive ID documents and selfies in a browser required a high level of user confidence.
Ensuring reliable location and image capture across different phone types and low-bandwidth conditions.
Overcoming language gaps and guiding non-tech-savvy users through a multi-step digital form.
The design focused on a "simple, safe, and guided" mobile web experience:
Using a PWA to eliminate the need for app downloads, which often deters users with limited storage or slow internet.
Providing immediate language selection to ensure instructions for sensitive tasks are fully understood.
Implementing a linear, step-by-step flow to prevent cognitive overload.
Offering clear camera instructions and image previews to give users control and confidence before final submission.
60% of clients who previously relied on physical verification successfully transitioned to DAV.
Recovered 35% of revenue that would have been lost due to the halt of physical verification services.
8 out of 10 users verified successfully without assistance, proving the flow's effectiveness.
