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Case study
Reimagining the Future of Mobile Banking
Focusing on a mobile banking experience that felt effortless without compromising security.
Background
In a previous project for a mobile finance native app, our goal was to improve the user experience for their customers logging into their account and properly authenticating them acess. I was to utilize the design library that was in place and try to improve the multifactor authenticaiton process by reconstructing their user flows, and supplying their product teams with the necessary visual designs.
overview
overview
About Citi
Every bank’s long-term success counts on the availability of high-quality digital products that customers can use to manage their accounts and services. Working with a worldwide our design team collaborated with to invest in the improvement of their digital experience by focusing is around security and authentication.
Multifactor authentication (MFA) combines two or more independent credentials. This could vary from something like a pin number/password, security token, and what the biometric verification like Touch ID. The goal is to create a layered defense against an unauthorized person to access a target such as a physical location, personal, and most importantly bank accounts. If one factor is compromised or broken, the attacker still has at least one more barrier to breach before successfully breaking into the target.
For security reasons, there are times when the users are interdicted to authenticate via One Time Password codes that are sent via SMS. We wanted to simplify this process for the end user by analyzing data in which specific steps users dropped out, what data was already available, and exploring a quick entry through biometrics like TouchID or Retina ID (eye scanning)
Project Process
The Challenge
When customers perform High-Risk Transactions they may be prompted to enter a one-time password that is sent to them via SMS, remembering the code, and typing it in back it mobile app in a limited 2-minute span. Despite this being an added nuisance for the customer, it was the only aside answering security questions.
Project Process
Scope
I was tasked with redesigning the workflow to make the entering and processing of the one-timepasscode completely passive for the end user which still maximizing security.
Approaching this problem I worked with a team to dig into the workflow of the user analyze which steps were creating confusion and causing users to drop out. We also started thinking about other methods which would be more convenient without comprising security. We noticed some of the designs in the current workflow had a lot of instances of asking the user for data that was already available. This helped eliminate the flows to the relevant information we needed to confirm that the user was who they said they were in the least amount of steps.
Project Process
Find out the design
solution.
Approaching this problem I worked with a team to dig into the workflow of the user analyze which steps were creating confusion and causing users to drop out. We also started thinking about other methods which would be more convenient without comprising security. We noticed some of the designs in the current workflow had a lot of instances of asking the user for data that was already available. This helped eliminate the flows to the relevant information we needed to confirm that the user was who they said they were in the least amount of steps.
Result
Final Result
This simplified the past workflow tremendously. Following, we explored different concepts with the client. We would hold weekly design reviews which produced feedback from the product experts that we could iterate on.
We followed the same process for android devices.
outcomes
Results
After the launch, we analyze analytics in hopes of improving friction for users especially in terms of reduction of time and users dropping out of the funnel. Overall, the updated workflow led to an experience that resulted to:
• 12% reduced time needed to complete the otp process
• 8% reduction of user drop outs of flow
• 50% less amount of steps taken out of workflow
