Login Redesign

LIKE THIS 568

I was working directly with the PM and the dev team to oversee and rethink the UX of all Authentication Experiences.

Goals:

Authenticate and verify 6 million customers using just one phone number and one email address within the app over the course of one year.
Drive global adoption of notifications across both the web and app, and implement strategies to address users who bypass this step.
Eliminate friction in authentication processes, including Security Checks, Step-Up Authentication, and the use of PINs instead of passwords.
Research the challenges of transitioning from traditional password-based authentication to PIN-based systems across the Comcast eco-system.
Ensure consistency in strategy, design, and content across all authentication experiences.

Challenges

Discerning key differences in authentication experiences that, on the surface, appeared similar.
Inconsistent messaging, user journeys, and design elements across platforms.
Constantly shifting requirements from the Product Manager to meet development timelines and evolving stakeholder priorities.
Difficulty testing login experiences, as each scenario required replication with varying prerequisites.
Extra time occupied onboarding new junior team members due to the large scope of the project.
Slow production updates, with the development team relying on legacy code, making the transition to a Component Library based on the Design System difficult.

Projects worked on:

1. Re-engage users to activate push notifications in the app.

After the user bypassed the initial push notification modal during the value tour, we had to find ways to re-engage them and encourage them to activate notifications in the app.

2. Authentication Audit

Conducted an audit of all experiences and gathered all login screens to ensure alignment of messaging with the UX Content Designer and UI Designer. Standardized design and content specifications across all touchpoints.

3. Phased Security Check Redesign

After completing the audit, we tackled the redesign of the Security Check, which was a major undertaking. This process occurred during user login, where we needed to verify all required contact methods on file. We incorporated user research to better understand user behavior, which informed the development of the final third version after several redesign iterations.

4. Step up authentication

Step up authencation was an experience that was served when the user was trying to access hi-security portions of the app and they were asked to verify. Security check was part of this journey as well, since we were leaning on verifying using the contact methods the user had on file.

5. Pins over password

Step-up authentication was triggered when a user attempted to access high-security areas of the app, prompting them to verify their identity. My job was the security check, which was part of this process, as it relied on verifying the contact methods the user had on file.