Unico, IDTech
IDCloud
IDCloud is Unico's identity verification platform, offering 8 capabilities across liveness, identity, and trust with two integration methods. The B2B Portal enables enterprise clients to manage and consult end-user verification processes. I joined a taskforce to unify the platform experience and redesign the portal infrastructure. My focus was restructuring the information architecture, designing a real-time metrics dashboard, and developing the pilot vision for IDCloud One, a unified solution with a configurable rules engine.
Challenge
Each capability operated as a separate integration, extending sales cycles and reducing average deal size. The B2B Portal was outdated, lacked a metrics dashboard, and generated high support ticket volume. Key challenges: restructuring a portal in active operation, designing a dashboard that scales across 8 capabilities and multiple segments, making the "rules engine" concept tangible for non-technical users, simplifying 18 process states into a clear interface, and establishing the company's first post-integration customer listening initiative.
Approach
IDCloud One unified all capabilities with a configurable rules engine, real-time dashboard, and automatic versioning. I redesigned the portal's information architecture and created three access-level use cases based on user roles. The dashboard displays metrics by capability including approval rates, failure analysis, time distribution, and risk scores. A complete visibility layer tracks 18 process states with full timeline, evidence set, and metadata. We ran a pilot rollout over two weeks with select enterprise clients, limiting access to 5 users per account. I co-led interviews and validations with key clients and co-created the DevCenter AI experience for three countries.
Platform experience
Capabilities
Experience details
Outcome
The pilot achieved 100% positive feedback, directly shaping the product roadmap. The new portal structure reduced support tickets and gave clients autonomy to monitor processes in real time. The initiative established a repeatable discovery methodology combining customer interviews, ticket analysis, and AS-IS mapping that became a reference for future product cycles. Gradual rollout with 7-day release intervals enabled fast iteration based on real feedback.
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The full case study covers the research process, key metrics, and the decisions behind the design.
