Mobile Credential UX
End-to-end experience design for issuing and using mobile credentials on iOS and Android, from admin console to door reader tap.
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Problem
Mobile credential adoption was low despite hardware support being widespread. Interviews revealed the barrier wasn’t the tap interaction — it was the provisioning flow from the admin side, and the lack of feedback to end users about credential status.
Process
Mapped the full system across three actors: the admin provisioning credentials, the IT team managing MDM enrollment, and the end user receiving and using the credential. Identified hand-off gaps that left users uncertain whether their credential was active.
Outcome
Redesigned provisioning flow and user-facing status communication. Pilot deployment at a 2,000-person site saw mobile credential adoption reach 68% within 90 days.