Goal

Enable customers to add an email address and phone number as an extra layer of security through Two-Step Authentication (2SA). The objective was to reduce the 70% drop-off in setup.

Two step authentication

Discovery

Journey data was only partially tagged, so it was unclear where customers were struggling. To identify issues, I conducted a heuristic review to assess usability, clarity, and overall flow. Below is an example of the Heuristic review.

Table of results of the heuristic review.

Contains several images of sketches of ideas from a workshop held with stakeholders.

Exploration

Using the findings, I ran a co-design workshop with the squad, framing opportunities as “How might we…” statements.
Drawing from competitor insights, we sketched and discussed ideas, narrowing them down to the most promising concepts focused on simplicity and trust.

Testing

I built a prototype and moderated remote usability sessions with four participants via Microsoft Teams. Feedback confirmed the need for clearer guidance and stronger visual cues throughout the form.

Challenge

Testing showed customers were unsure why both an email and phone number were required, and which fields were mandatory — leading to confusion and drop-off.

Figma prototype screen showing the UI of the introduction screen at the start of the journey.

Outcome

I iterated on the designs to improve content hierarchy and field clarity, ensuring the setup felt simple and transparent. The project was later integrated into a wider Digital Transformation programme (under NDA), scheduled to go live in early 2022.

Back to Projects