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Sign-in for AT&T
UX/UI
About
This UX project aims to enhance the sign-in process by splitting it into separate pages for email and password, enabling the implementation of additional security checks. The objective is to create an appealing, streamlined, and highly secure sign-in experience for users.
Team
- UX lead
- Developer lead
- Product Manager
- Product Owner
Problem
The project faced dual challenges, focusing on security and UX aspects. From a security standpoint, the new sign-in experience required accommodating multiple case scenarios. On the UX front, the main challenge was the increasing number of clicks between entering the email (user ID) and password, which, although not entirely negative, felt like a significant change for users.
Original sign-in experience
Research
During our research, we employed a comprehensive range of methodologies to gather valuable insights. Working collaboratively with my team, we meticulously analyzed over 500 user reviews from various platforms and conducted an in-depth study of the sign-in experiences provided by more than 30 competitors. These extensive efforts allowed us to gain a deep understanding of the landscape.
Solution
To address security concerns, we propose implementing a user ID record-keeping system that allows legitimate users to proceed while preventing bad actors from accessing valid user IDs. If a user enters the wrong combination of information six times, their account will be locked for 24 hours, regardless of whether the user ID is genuine or not.
From a user experience standpoint, any user ID signed in on this browser/device will now be automatically added to the "remember me" ID list if the user chooses to stay signed in. Additionally, opting for the "keep me signed in" (KMSI) feature will provide three possible scenarios for user information entry. If a user decides to sign out, their user ID will be removed from the KMSI list and added to the "remember me" ID list. If the user manually deletes their user ID from the multi-user ID list, they will be removed from both lists. Furthermore, we have designed a separate page for password entry, which facilitates the seamless implementation of passwordless sign-in experiences like Fido or sign-in through the mobile app.
From a UI perspective, we have integrated new design system components and introduced a few novel elements not present in our library, such as the Back button and the Multi-user ID item in a list. Recovery links have been consolidated under the main call to action, optimizing the user experience for those who navigate using a keyboard. Unnecessary elements, such as the cancel button and KMSI details modal, have been removed to reduce cognitive load and simplify the overall user journey.
Results
The split sign-in feature significantly increased security by reducing brute force and credential stuffing attacks. Usability testing confirmed improved user flow.
- 80% reduction in unauthorized access attempts within the first week of launch.
- 22% overall improvement in login security.
- Enhanced workflows for access management tools, aligning UX with security and compliance goals.
Positive Impact on Usability:
- Clear User Flow: Usability testing revealed that the split sign-in process significantly clarified the user flow, making it easier for participants to comprehend and execute the separate steps.
- Reduced Errors: The new design minimized input errors by guiding users through each step, resulting in fewer failed login attempts and real-time username validation was appreciated.
- Faster Sign-In: The streamlined sign-in process led to faster login experiences, pleasantly surprising users with improved efficiency.
- Enhanced User Engagement: The appealing UI design and intuitive split sign-in positively impacted user engagement, with participants expressing satisfaction with the modern and secure approach.
- Accessibility Considerations: The new UI design incorporated accessibility best practices, ensuring an inclusive experience for all users, including those with disabilities.
- Consistency with Branding: The split sign-in feature seamlessly blended with the application's visual language, maintaining consistency and reinforcing brand identity.
- Positive User Feedback: User feedback from surveys and interviews was overwhelmingly positive, with participants appreciating the focus on security without compromising usability.
In conclusion, the split sign-in implementation achieved its goal of enhancing security measures and delivering a user-friendly interface that resonates well with the target audience.
Updated interface
Prototype
Thank you!
