Single Sign-On

I led the design process on introducing UX authentication on single sign-on (SSO) and two-factor authentication (2FA) for existing customers, allowing them to access multiple platforms with single credential.

Context

Configuring SSO and 2FA for the first time can be a tedious process for users. Our goal was to build a smooth and intuitive journey, providing multiple authentication options to help users access the platform faster and more securely.

layer of challenges

User Problem: Transitioning users from a legacy portal to a new platform without causing confusion and ensuring a smooth experience.
Business Problem: Reduce the high costs and inefficiencies associated with manual terminal replacement.

user insights

We identified an opportunity to enhance merchant satisfaction and operational efficiency by developing a user-friendly guide within our platform by interviewing our close merchants:

Account Recovery: Users need a straightforward process for account recovery and password resets.
Ease of use: Users prefer SSO systems that are intuitive and require minimal steps to log in.
Security Concerns: Users are often worried about the security of their personal information.
Administrative Efficiency: Super users and administrators need efficient tools to manage user access.
Seamless Integration: Users favour SSO solutions that integrate seamlessly with other tools and services they use.

ideation

By observing user pain points, we identified numerous exploration and technical feasibility opportunities. A solid mind map and back-end architecture are crucial for developing effective solutions. Equally important is supporting alternative solutions for error-recovery. For this project, we utilized Red Hat SSO as our third-party solution to achieve our goals.

Outcome

Full implementation aims to significantly improve user experience and operational efficiency for both merchants and customer service teams.
Expected outcomes include increased adoption rates of SSO and 2FA, enhanced platform security, and reduced support requests related to authentication issues.