Role
Product Design Lead
Overview
As Product Design Lead, I spearheaded a project to create a secure, user-friendly login process that significantly reduced password resets. Working within the Information Transaction Authority squad, I collaborated across departments to address privacy concerns and regulatory constraints inherent in the financial sector. While certain project details remain confidential, this case study highlights the key challenges, our approach, and the impact of the solution.
Challenges
We encountered several challenges, including:
Privacy & Security Requirements: Ensuring compliance with stringent financial regulations while safeguarding user data.
Complexity of the Solution: Designing a seamless process that balanced security with ease of use for a diverse user base.
Short Timelines: Delivering a fully functional and tested solution under tight deadlines.
Lean Team Resources: Navigating the full design lifecycle while coordinating closely with a small, dedicated design team.
Design Process
1. Cross-Functional Collaboration
I facilitated workshops with stakeholders across engineering, product, and compliance teams to identify user pain points and regulatory requirements. This collaboration ensured alignment on both security goals and user needs.
2. User Research and Insights
We conducted targeted user interviews and usability tests to understand how users interacted with existing login systems. Key insights included:
Users often reused passwords, creating security vulnerabilities.
Password resets were frustrating and time-consuming for users.
Many users were already comfortable with biometric authentication on mobile devices.
3. Iterative Design and Testing
Using these insights, we designed prototypes for a two-factor authentication process. Prototypes were tested with users iteratively to refine:
The QR code scanning flow for clarity and speed.
The biometric confirmation process for reliability and ease of use.
These iterations ensured the solution addressed both usability and security requirements.
Seamless Secure Login
Solution
We developed a two-factor authentication system that integrated:
Biometric Technology: Users authenticated themselves via fingerprint or facial recognition on their mobile devices.
QR Code Login: Scanning a unique QR code tied to their banking session eliminated the need for passwords entirely.
Results
The implementation of this login method hit all the key metrics positively. ↓Reduction in password resets, a ↓decrease in support calls, and an ↑increase in customer satisfaction. This method has become the primary means of logging into online banking within the company, greatly enhancing security and user experience. Our initial QR code login design, now the primary method for all online banking clients, highlights its success in security and user experience, even though I left before obtaining exact stats.
Reflections & Next Steps
Reflections:
This project reinforced the importance of prioritising user experience without compromising security, particularly in a regulated environment. It also emphasized the value of cross-functional collaboration in tackling complex, high-stakes problems.
Next Steps:
If revisiting this project, I would:
Explore additional accessibility features for users with limited access to biometric technology.
Investigate alternative two-factor authentication methods for edge cases where QR code scanning is unavailable.
Leverage analytics to further optimise the login process and measure long-term user behaviour trends.