Building Experience Centres for Digital Identity Access

Digital identity (DI) systems can make life better for people by providing easier Access to Services, improving public services, and boosting the economy. However, if people can't access these systems, it can prevent them from enjoying these benefits, leading to more significant issues within communities. To ensure everyone can use these Digital Identities, it's important to create user-friendly and effective ways for people to get started with these systems. This article discusses the idea of setting up physical places called Experience Centres (ECs), where citizens can learn about and register for digital identities. These centres aim to help create positive first experiences with the technology and encourage more people to use it.

#The Importance of Digital Identity Systems

In recent years, many governments, researchers, and professionals have recognized the potential benefits of DI systems. Countries are implementing digital identity programs that provide citizens with secure and regulated digital identities. For example, the UK government supports a framework to help people obtain reusable digital IDs. These digital identities allow citizens to access services more easily, while also enabling governments and businesses to innovate and meet regulations.

Digital identity systems can help tackle issues like financial exclusion, where certain groups cannot access banking or credit services. By allowing individuals to prove their identity smoothly, these systems can help them access vital services.

#Challenges of Digital Identity Systems

Despite their advantages, creating and using national DI systems can bring up several social, economic, ethical, and privacy concerns. It is crucial to address these issues when designing and implementing these systems since they affect many different people. A key factor is ensuring the Onboarding process is inclusive, providing everyone with the ability to access digital identities.

Currently, many people, especially from marginalized groups, do not have the necessary identification to access these digital systems. In the UK, for instance, around 11 million individuals, particularly from disadvantaged backgrounds, lack essential forms of ID, such as passports or driving licenses. This lack of identification can lead to difficulties in accessing jobs, banking services, or education.

#The Onboarding Process

Onboarding refers to the process of collecting and verifying personal information to create a digital identity. This process typically has two main stages: onboarding and authentication. During onboarding, an individual's information is gathered and confirmed, while the authentication stage involves recognizing and managing the person's identity whenever they try to use a service.

Both of these stages come with their own sets of challenges related to technology, access, and user experience. The onboarding phase, in particular, requires a broad approach that takes into account social, economic, political, and technological factors. To ensure equitable access and encourage people to engage with digital identities, it is crucial to focus on making this process smooth and inviting.

#Creating Experience Centres

To promote a fair onboarding experience for citizens in the UK, we suggest establishing physical locations called Experience Centres. These centres provide a space where people can come to learn about and register for digital identities. They can also incorporate services for document verification and biometric capture, making the process safe and straightforward.

By having these centres, we can address the gap in access to digital identity technologies and help more people adopt them. Furthermore, they offer a secure and user-friendly environment where individuals can interact with the digital identity system. These centres can also continuously improve user experiences through feedback and adjustments.

#Designing Experience Centres

Creating effective Experience Centres requires careful planning and consideration across several areas. Key questions that need to be answered include:

1. What services should a model EC provide to citizens?
2. What technical requirements are necessary for ensuring smooth operation?
3. How can the EC design foster inclusivity and confidence in using digital identities?

#Researching Effective Solutions

To develop Experience Centres on a solid foundation, a structured research approach is crucial. The research will involve several activities:

#Horizon Scanning

This activity will help identify key trends and drivers shaping the DI onboarding environment. It will assess current practices and pinpoint future opportunities. This systematic evaluation will provide useful insights for creating effective policies and guidelines.

#Literature Review and Analysis

Conducting a thorough review of existing research on digital identities will help highlight current trends and implementation strategies. This will enable a better understanding of how onboarding processes can be improved.

#Interviews

Semi-structured interviews with stakeholders and end-users will provide valuable insights into their thoughts and experiences with digital identity systems. These conversations can help identify challenges, barriers, and potential solutions needed to ensure everyone can use these systems.

#Threat and Risk Assessment

Evaluating the potential risks and threats associated with digital identity systems is essential for ensuring their safety and accessibility. This assessment will consider various factors, including the likelihood of security issues arising and the impact of such events. Based on the findings, appropriate strategies can be developed to mitigate identified risks.

#Expected Outcomes

From these research activities, two main results are anticipated. First, a clear set of requirements and specifications for designing and operating Experience Centres will be produced. These will focus on the specific needs of the digital identity system while addressing pain points identified during the onboarding process.

Second, qualitative recommendations will emerge, emphasizing the importance of inclusivity and empowerment in the onboarding process. These recommendations will ensure that the diverse needs of citizens are effectively met.

#The Future of Digital Identity Onboarding

Implementing a socially inclusive and technically sound onboarding process is essential for the success of digital identity systems. It plays a pivotal role in the overall success of the digital economy, fostering trust and engagement from all citizens. By using a multidisciplinary research approach, we can gather valuable insights that help improve digital identity offerings. Ultimately, this will lead to a more equitable digital future for everyone.