We explore why real-world experience holds the key to adoption.
With over a million users of Austrias eAusweise and Liechtensteins eID.li, digital identity in both countries has moved beyond theory. Here are the real-life-tested UX principles the EUDI Wallet needs for real adoption.
At youniqx Identity, we have observed a critical question been asked recently: what are the UX difficulties in implementing the EUDI Wallet? It’s a core question, that rightly identifies key friction points like complexity, trust, and clarity.
At youniqx, we appreciate this focus shift. The conversation is moving in the right direction. However, for us, these aren’t theoretical challenges to be solved in the future — they are practical puzzles we’ve been solving in production environments for years.
As the team behind Austria’s eAusweise and Liechtenstein’s eID.li, used by well over a million of citizens regularly, we’ve had a unique front-row seat. We haven’t just run UX tests; we’ve iteratively built and refined live products based on a continuous feedback loop of real-world use. This has taught us what truly makes digital identity work.
Beyond Mockups: The Nuts and Bolts of Adoption
The focus shift to practical, every-day user experience questions brings a valuable perspective to the table. Sustainable UX not only focuses on the initial design and conceptual phase, which is crucial for innovation. It aims – as it has always been at youniqx – at the actual real-world experience.
As part of the “Austrian State Printing House Company Group”, our more than 220 years of legacy heritage is in secure, sovereign identity creation, our funding and mandate are tied to the long-term, successful operation of critical national infrastructure.
This means our approach is inherently grounded in security, scalability, and, above all, proven citizen adoption.
So, what have we learned from real-world experience?
Our Hard-Earned UX Principles for the EUDI Wallet
Our user research, conducted in two-week sprints over severaly years, has crystallized into core principles that we believe are non-negotiable for the EUDI Wallet’s success:
- Transparency is the Foundation of Trust.
Users must understand what is happening at every step. No hidden processes, no confusing legal jargon. Clarity brings confidence. - Security is Non-Negotiable, but Invisible.
Security must be rock-solid, but it should not burden the user. It’s the safe they don’t have to think about. - Give Control and the Feeling of Control.
This is more than a feature; it’s a sensation. The user must feel like the sovereign owner of their identity vault, choosing what to share and when. - Be Better Than the Physical World.
Why should a citizen switch? We must offer undeniable benefits: It can’t be lost, forgotten, or expired (unlike a physical card). Borrow/Lend functionality for specific use cases (e.g., lending your proof-of-age to a child). Selective Disclosure to protect privacy (prove you’re over 18 without revealing your birthdate). - Guide, Don’t Just Present.
The UX must be a gentle guide, leading the user through unfamiliar processes like attribute sharing with clear explanations and minimal cognitive load. - Make it Likeable.
This cannot be another grey, bureaucratic government app. It must feel modern, friendly, and trustworthy — a tool you want to use. - “As Little Design as Possible”
We adhere to Dieter Rams’s principle. Design should be intuitive, unobtrusive, and focused on function. Using the wallet should feel as simple and obvious as “picking up a hammer”.
Our Conclusion: The Proof is in the Production
The concerns raised are valid and important. The path being analysed is the right one. The difference in approaches often lies in the phase of the journey: while many are expertly mapping the route, we have already driven it countless times with real passengers.
We are confident that by applying these battle-tested principles, the EUDI Wallet can transcend being a regulatory requirement and become a truly embraced tool that empowers every EU citizen and – even further down the way – companies to build even better services and products. We are excited to contribute our experience to this pan-European project.
Let’s build a wallet that isn’t just secure and compliant, but also a joy to use.