Once the stakeholders decide which solution(s) to pursue, it’s then time to open up the laptop and begin constructing tangible designs.
banking & finance client
As our banking client continued to bolster its security to keep the bad guys out, they were experiencing an undesired side effect of also locking out a lot of its own customers. So, they employed us to craft a creative solution to provide “frictionless authentication” for its customers.
STEP 1: SEE THE FOREST FOR THE TREES
In the frictionless authentication example shown on the previous pages, I collected everyone’s How Might We? notes to see what patterns emerged. I was then able to derive a mission statement from this that informed my design choices and ultimately served as the benchmark for success during for test phase:
”As a business, <client> needs to leverage what they know so that the user feels safe, in control and acknowledged while exerting less effort in their daily banking activities.”
Where we observed users exerting less effort while demonstrating increased confidence, we marked those areas as successes. Areas that didn’t satisfy this criteria were highlighted and earmarked for further iteration and refinement.
CONCEPT 1 - choose the level of security that is right for you
This concept puts the user directly in control by allowing them to choose the level of security that would make them feel safe.
CONCEPT 2: AUTHENTICATE WITH LESS EFFORT
In this concept, we reduced effort by replacing hard to remember security questions and long numeric text codes with a process that merely required users to tap on a corresponding letter.
concept 3 - LEVERAGE WHAT THE CLIENT KNOWS ABOUT THEIR CUSTOMERS
Banking institutions by necessity gather a lot of personal information and data from their customers, so this concept is all about compiling that information into a central interface that would allow it automate simple authentication requests and, alternately, quickly identify fraudulent requests that don’t align with the typical behavior patterns of a given customer.