How the LOA2 user journey works
This is a typical user journey for a level of assurance 2 (LOA2) service. It’s different to the user journey for an LOA1 service.
Before they sign up to GOV.UK Verify, users will be asked some questions to help them choose the right certified company.
They’ll usually need at least 2 documents to create an account with a certified company. These should be from:
- a government department, for example a passport
- a bank or building society, for example a credit or debit card
It typically takes about 10 to 15 minutes to create a GOV.UK Verify account, and less than a minute to sign in after that point.
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User is asked to prove their identity to use the service
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User says if they’ve used GOV.UK Verify before
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User picks a certified company to sign in with
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User signs in with username or email and password
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User receives 2 factor authentication code
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User enters 2 factor authentication code
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User continues to use the service
Sign in (returning user journey)
It takes less than a minute to sign in.
Your service
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User finds out what GOV.UK Verify is
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User finds out about certified companies
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User finds out how long it will take to verify themselves and how to create an account
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User chooses a certified company
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User is asked if they’re over 20 and how long they’ve lived in the UK
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User is asked if they have a passport or driving licence
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User is asked if they have a mobile phone that can download apps
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User chooses a certified company
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User is told they need to go to the certified company’s website to create an account
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User creates a username or email and password
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User receives a confirmation code by email
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User enters confirmation code
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User adds phone number or chooses an alternative 2 factor authentication method
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User receives authentication code
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User enters authentication code
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User adds their name, age and gender
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User adds and confirms address
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User’s details are checked by the certified company
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User enters document details
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User downloads the certified company’s app
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User takes a photo of the document
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User takes a photo of themselves
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User adds second document details
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User adds their card or bank details
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User answers knowledge-based authentication question 1
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User answers knowledge-based authentication question 2
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User is told they can’t be verified
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User sees the other ways to use this service
If knowledge-based authentication is unsuccessful
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The certified company tells the user they’ve been successfully verified
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GOV.UK Verify confirms that they’ve been successfully verified
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User continues to use the service
Your service
GOV.UK Verify hub
Sign up (new user journey)
It takes about 15 minutes to create an account.
Certified company: create an account
Certified company: set up 2 factor authentication
Certified company: add personal details
Certified company: documents are checked
Certified company: knowledge-based authentication
Confirmation: user is sent back to the GOV.UK Verify hub
Your service
Return to Design how your service sends users to GOV.UK Verify