Context

The investing platform Hatch wanted more customers to use 2-factor authentication. The existing feature was rudimentary and had obvious UX issues.

Approach

We kicked off the discovery work. We first wanted to learn more about our customers’ behaviours and attitudes towards secure login methods. A survey revealed that our customer base was split into two camps: those who want top security and those who want convenience.

Gathering insights from workshops with internal stakeholders, we found more conflicting viewpoints. Making the secure login a mandatory feature would clearly increase the security of the product and satisfy the legal team. However, it would also create more incidents of people getting locked out and increase the workload for the customer service team.

The main challenge of this project was to come up with a solution that balanced the various needs presented by the customers, business, security experts, and regulations. When seeking agreement on key decisions, we would often discover more questions. We documented our findings along the way and used technical research and design explorations to evaluate different solutions. In this manner, we could walk through a robust decision-making process and finalise our proposal to the business.