Two-Factor Authentication

Background

Problem
Rivian required only an email and password to sign into user accounts. Passwords provide little protection as they can be stolen and compromised, causing security concerns to users's private and sensitive information.

Project Goals
Consumer: Secure our customer accounts and data against hackers. Mitigate the risks of common, weak passwords.

Business: Stay compliant with specific regulations (internationalization)

Non-Goals
Create an overly-complicated or unplesant user experience.

Problem
Rivian required only an email and password to sign into user accounts. Passwords provide little protection as they can be stolen and compromised, causing security concerns to users's private and sensitive information.

Project Goals
Consumer: Secure our customer accounts and data against hackers. Mitigate the risks of common, weak passwords.

Business: Stay compliant with specific regulations (internationalization)

Non-Goals
Create an overly-complicated or unplesant user experience.

Client
Rivian (in-house)

My Role
Lead UX Designer (Strategy, UX, UI)

Team
Software Engineers (3)
Senior Copy Lead
UX Researcher
Project Producers (2)

Stakeholders
Associate Creative Director, Digital Design (Account)
Associate Creative Director, Digital Design (Native app)
Staff Digital Product Manager (Account)
Senior Product Manager (Native app)
Sr. Manager, Software Engineering

Phase 01 Discover

For this discovery phase, I wanted to gather insights from users and conduct a competitive analysis. I started by creating a mini brief for research to gather insights about how people felt about two-factor authentication systems and then condudcted a competitive analysis as they gathered results.

Starter Survey
Before beginning, I wanted to gather general insight from users about their feelings towards two-factor authentication. I put together a mini brief to consult with the research team, and they took that and interviewed about 40 customers to gather insights.

Competitive Analysis
While the research team was conducting interviews, I completed a competitive analysis. I found common patterns among popular websites and applications.

Phase 02 Define

The problem, goals, competitive analysis and survey findings give me enough to define the project and the plan moving foward. I outline the findings and my thoughts in a deck to share with stakeholders.

Articulate My Approach
Although it's a pretty simple concept to understand, it's sstill important to outline the problem, the survey results and my approach for the design. I use this to reccomend a direction and share my plans with stakeholders.

Rapid User Mapping
In these user maps, I outline three sections of the user journey: entry points, the set-up phase and the management phases. I use these to share my intentions of the ux designs with stakeholders.

Phase 03 Develop, Test, Repeat

The next phase needed to be design, test, improve and repeat to ensure the flow was completely intuative, quick and easy to understand.

After earning a greenlight from stakeholders and briefing my team, I develop my ideas. I begin with rapid, low-fidelity designs to express the UX intent and functionality. I may discover edge cases to account for. Once I have a solid foundation, I move on to high-fidelity designs which is where I begin to work with UI and system designers more heavily.

High-Fidelity Designs
I compelted a first draft of high-fidelity UI/UX designs to have full flows to test. This allowed me to have a starting point and improve from there.

User Testing 2.0
I worked with our research team to create a few scenarios to walk users through and gain further insights. Together we compilled a list of learnings we were watching for.

VIEW USER TESTING PROTOTYPES →

Phase 04 Deliver

After improving the designs from the second set of user testing, I am able to focus on the final details and deliver the final product.

Organized Delivery
This flow came with many entry points and different user journeys that needed to be carefully organized and annotaged. I organized the flows into primary, secondary, tertiary and edge cases and error states.

The Results

One Month After Launch

Email click-through rate was around 73%.
72% of users enabled two-factor authentication on either their web account or their mobile app.
44% of users enabled two-factor authentication on both their web account and their mobile app.
Only 0.5% of users turned off two-factor authentication.

Three Months After Launch (end of calendar year):

88% of users enabled two-factor authentication on either their web account or their mobile app.
71% of users enabled two-factor authentication on both their web account and their mobile app.
With two-factor authentication incorporated in our products, we were able to begin production for Canada and Europe launches.