How can digital identity make customer experiences simpler, safer and more useful — without leaving people behind?

This panel brought together perspectives from payments, employment, identity infrastructure and government to explore how trusted information can move more easily through the moments that matter: opening an account, applying for work, accessing a service or completing a transaction.

For Helen Littlewood, customer experience means reducing friction while ensuring trust keeps pace with payments and commerce:

“Identity is not something that you can take a whole day to do. You make an instant payment. It’s something that has to happen at the same pace.”

Xavier Russo shared how SEEK Pass has helped shift trust earlier in the hiring process. Rather than relying on one-off checks at the end, jobseekers can verify information once and use it across their employment journey.

“Trust is upfront in the recruitment process.”

The discussion also explored how identity should be designed as part of a broader customer journey — not as a single, static compliance step. Justin Soong highlighted the opportunity to introduce trusted identity information gradually, so that by the time a high-value interaction takes place, customers are not asked to start from scratch.

Steve Cowper reinforced that inclusion must be a core design principle, particularly for people with different levels of ability, digital literacy and access to devices. Trust is not created simply by moving faster; it is built by helping people understand what they are being asked to share and why.

The panel also acknowledged public scepticism. Mike West noted that the ecosystem needs to earn and maintain confidence through transparency, collaboration and practical delivery:

“We need to earn and maintain the trust of New Zealand.”

The takeaway was clear: trusted digital identity must be useful in everyday life, designed for everyone and built around people’s control over their information.