MultiFactor Authentication
at Belong
Led UX delivery of Multi-Factor Authentication across all digital and service platforms under strict tight 2 month deadline, working within a cross-functional tiger team spanning Product, Engineering, UX, Lawyers and Security.
Client
Belong, at Fjord.
Year
2022
Brief
In 2022, Telecommunications companies in Australia faced a data privacy legislation that required them to implement multiple factors of authentication - (verifying with a password AND an SMS, email or biometrics) across their digital and service platforms - or face a significant fine. The deadline was 5 months.
I was asked to lead the UX and design the customer journey across enrolment (setting up for the first time for new & existing customers), on the website, app & across their various customer service channels.
DESIGN PROCESS
Best In Class analysis
Stakeholder interviews for technical understand, security best practice, policy requirements
10+ Co-Design Workshops with the multidisciplinary team
Wireframes & Service Design Blueprint for 20+use cases
Usability Testing for high risk journeys
Handover to build within Agile Environment
DISCOVER
Under the strict deadline, the discovery process was lean. 2FA has been done before - but understanding the technical limitations, security best practice and agent journey ramifications was more complex - I needed to get a picture of the scope & map all entry points and journeys we needed to design for.
I spoke to lawyers, security, and technical architects and agent leads, and undertook best-in-class analysis to understand what great & smooth feels like across all digital & service touchpoints.
We mapped out 25+ possible journeys - all requiring design and build for happy and unhappy paths. It was mammoth and our team was small, only 1 designer and we only had 2 months to be ready for dev.
SERVICE BLUEPRINTS
I ran 10+ co-design workshops to map out journeys for every entry point of MFA and the wireframes and/or service blueprints required. This started as basic workflow decision trees and then into wireflows & journey maps across the various channels. We mapped out all micro-interactions, edge-cases around those who aren’t enrolled, and maintained cross-platform consistency.
We came up with both an MVP and Future State Vision to record usability and technical sacrifices
Brief
In 2022, Telecommunications companies in Australia faced a data privacy legislation that required them to implement multiple factors of authentication - (verifying with a password AND an SMS, email or biometrics) across their digital and service platforms - or face a significant fine. The deadline was 5 months.
I was asked to lead the UX and design the customer journey across enrolment (setting up for the first time for new & existing customers), on the website, app & across their various customer service channels.
DESIGN PROCESS
Best In Class analysis
Stakeholder interviews for technical understand, security best practice, policy requirements
10+ Co-Design Workshops with the multidisciplinary team
Wireframes & Service Design Blueprint for 20+use cases
Usability Testing for high risk journeys
Handover to build within Agile Environment