CLEAR Internship
CLEAR Secure is an identity company that powers effortless experiences through biometrics and verification systems wherever you go. It leverages facial recognition, fingerprints, digital identification, and other credentials to verify that you are you.
My Role
UX Research Intern
Project
Intern Project
Timeline
Summer 2023, 8 weeks
Tools Used
Figma, UserTesting.com, PowerPoint, Google Suite
Overview
Background
During my time with CLEAR, I was assigned two main projects: a competitive audit looking at other travel applications and their feature offerings to best reinforce or reposition the current Mobile Go Team’s strategy, and a in-depth analysis of the current patient portal landscape and white space as it relates to both account creation and subsequent login experiences through MyHealth applications.
Design Process
Project 1: Mobile Competitive Audit
Target Users
1. Frequent Flyers
2. Business Travelers
3. CLEAR Members
Research Methods
1. Online + App Exploration
2. Feature Breakdown and Analysis
3. User Sentiment
4. Considerations for CLEAR
User Research
Feature Focus Groups
Challenge
Problem Statement
By gaining a better understanding of valuable feature selection and prioritization, how might CLEAR position itself to create the essential travel tool that enhances every aspect of the member’s experience.
Feature Breakdown & Analysis
Feature Focus Group
I broke down each app’s features into stages of travel. Within those stages, I further broken down which features were table stakes, experience booster, and differentiators that aimed to leverage one app over another.
Included Features
Premium Features
User Testing Insights
Free vs Premium Features
Users valued premium features when offered in reasonable price range
01
Live Activities
Prioritize the development and rollout of Live Activities feature
02
Enabling and Leveraging Location Services
How can CLEAR leverage existing technology to provide a more frictionless check-in, bag-drop, and gate discovery experience
03
Project 2: Mobile Competitive Audit
Target Users
1. Users of Patient Portals
2. Healthcare Providers
Research Methods
1. Screener + Questions
2. User Interviews
3. Considerations for CLEAR
Design Process
User Research
Patients & Provders
I conducted interviews with both patients and providers during 30-45 minute sessions on UserTesting.com. I first created a screener to gather participants in the specific need group identified by CLEAR, then I designed the interview questions that I would ask while simultaneously taking notes of the user’s responses. I also reached out and interviewed two healthcare providers to understand the operational costs, pain points, purpose, and future of MyHealth applications.
Current Login Experience | Pain Points
CLEAR Considerations | Leveraging Biometrics
Reflection
Deliverables & Takeaways
After concluding each project, I presented my findings during “Design Demo’s” and “Readouts” with a more select group of stakeholders. These consisted of two, 10 minute presentations, two 30 minute presentations, and a final 5 minute internship wrap-up with an audience of nearly 80 people.
Throughout my time with CLEAR, I learned the adopt the mindset of “obsessing over the member experience.” Everyone I worked with was aligned in their mission to create more frictionless experiences for users through delightful yet purposeful designs. Having the opportunity to work on the research team, I was able to have a unique insight into users wants and needs and how to best translate them into CLEAR’s workflows. Working cross-functionally between design, research, and engineering, I was exposed to the interdependence of teams, especially when building a product that exists both digitally and physically.
Special thanks to my Manager Leah Cabrera Fischer for a wonderful experience and ample learning!
