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.

    Your service

  1. User is asked to prove their identity to use the service

  2. GOV.UK Verify hub

  3. User says if they’ve used GOV.UK Verify before

      Sign in (returning user journey)

      It takes less than a minute to sign in.

    1. User picks a certified company to sign in with

    2. User signs in with username or email and password

    3. User receives 2 factor authentication code

    4. User enters 2 factor authentication code

    5. Your service

    6. User continues to use the service

  4. Sign up (new user journey)

    It takes about 15 minutes to create an account.

  5. User finds out what GOV.UK Verify is

  6. User finds out about certified companies

  7. User finds out how long it will take to verify themselves and how to create an account

  8. User chooses a certified company

  9. User is asked if they’re over 20 and how long they’ve lived in the UK

  10. User is asked if they have a passport or driving licence

  11. User is asked if they have a mobile phone that can download apps

  12. User chooses a certified company

  13. User is told they need to go to the certified company’s website to create an account

  14. Certified company: create an account

  15. User creates a username or email and password

  16. User receives a confirmation code by email

  17. User enters confirmation code

  18. Certified company: set up 2 factor authentication

  19. User adds phone number or chooses an alternative 2 factor authentication method

  20. User receives authentication code

  21. User enters authentication code

  22. Certified company: add personal details

  23. User adds their name, age and gender

  24. User adds and confirms address

  25. User’s details are checked by the certified company

  26. Certified company: documents are checked

  27. User enters document details

    1. User downloads the certified company’s app

    2. User takes a photo of the document

    3. User takes a photo of themselves

  28. User adds second document details

  29. User adds their card or bank details

  30. Certified company: knowledge-based authentication

  31. User answers knowledge-based authentication question 1

  32. User answers knowledge-based authentication question 2

      If knowledge-based authentication is unsuccessful

    1. User is told they can’t be verified

    2. User sees the other ways to use this service

  33. Confirmation: user is sent back to the GOV.UK Verify hub

  34. The certified company tells the user they’ve been successfully verified

  35. GOV.UK Verify confirms that they’ve been successfully verified

  36. Your service

  37. User continues to use the service

Return to Design how your service sends users to GOV.UK Verify