Keeping one trusted identity active across every touchpoint in a telehealth journey.
The team needed a way to verify identity without adding friction to a journey that already had too many drop-off points. Working with Daon, they layered document verification, biometric checks and risk-based signals into a single flow — one that adapts to the risk level of each request rather than treating every user the same way.
The challenge
Existing manual review processes couldn’t keep pace with volume, and legitimate customers were getting caught in the same friction meant for bad actors. Fraud losses were climbing even as conversion suffered — a sign the old approach was optimizing for neither security nor experience.
The approach
Daon’s platform combined identity verification, document authentication and continuous risk signals into a single orchestrated flow, so most legitimate users pass through in seconds while suspicious activity gets routed to deeper checks automatically.
The result
The organization saw fraud attempts drop significantly while onboarding completion rates improved — proof that security and experience don’t have to trade off against each other when the underlying identity signal is strong enough.
