Get Through Security. Better.
CLEAR envisions a future where you are your ID, powered by advanced biometric technology. However, when they approached us, their mobile app was in urgent need of a redesign. The original strategy focused solely on mobile enrollments, with an app architecture that wasn’t built for post-enrollment experiences. They turned to us to reimagine the future of their app.
Role:
Lead UX Designer
What I Did:
Research
UX/UI
iOS & Android
Design System
Simply step up to a CLEAR Pod, verify with your face, eyes, or fingers, and an ambassador will bring you to the front of security for your screening.
The Vision
Redesign the app experience and architecture to scale with CLEAR’s vision of a friction-free future while helping users unlock the full value of their membership.
App Architecture
Our challenge: defining the role of a mobile app for a service built entirely on biometric verification.
User Research
We collaborated with CLEAR to define various conceptual and navigational frameworks for testing. Additionally, we evaluated different content options, including displaying personal flight information and promoting partners users could connect their CLEAR accounts to.
Our research revealed:
- Customers weren't interested in a history of their interactions with CLEAR but valued seeing upcoming tickets and events linked to the CLEAR experience.
- Knowing which locations were CLEAR-enabled was essential for understanding the service's value.
Value of Membership
Our research showed that the best way to convey membership value was to highlight all the ways you could use CLEAR to move through the world.
Location, location, location. Without CLEAR-enabled places, the membership loses its value so we dynamically surfaced nearby locations for users.
The homepage became a key hub for showcasing new locations and highlighting unused perks.
Design System
To support the app's growth alongside the business, we partnered with Engineering to create a robust and flexible design system.
Process & Outcomes
The project began with onsite design workshops and working sessions to identify challenges, understand the target audience, assess feasibility constraints, and define success metrics.
Over several months, I led the design and research timeline, conducting four rounds of user sessions with both new and existing users. Throughout these sessions, I employed various research methods, including user interviews, usability testing, and closed card sorts.
The project culminated in the launch of CLEAR’s new Android and iOS apps, along with a clear vision for the product roadmap ahead.
The Team:
Design: Nate Baker, Sarah Schwartz, Matt Varghese, Mandy Valladares
Product: Aaron Batchelder
Lead Engineers: Quentin Colle, Michael Campbell
