Lumeto
Healthcare Tools
I led product design process in a 3-month project to implement two-factor authentication
(2FA) on Contractbook. The goal was to enhance user security without sacrificing UX. To
achieve this, we chose email 2FA for a faster implementation and quicker value delivery to
users.
Key results
•
•
•
Closed the gap to
Contractbook's competitors
Role & Timeline
•
Product Designer & Researcher
•
July 2022 - September 2022
Methods
User Research / User
Journey Mapping /
Competitive Analysis /
Design Audit / Visual
design / Prototyping /
Testing
The Challenge
I was part of a crucial team tasked with closing the gap between our competition and us
for Contractbook, a cloud-based contract lifecycle management software for small to
medium-sized businesses. As the Product Designer, I led the product design process for
adding a two-factor authentication (2FA) feature to the platform. Our challenge was to
enhance security while improving user experience and reducing friction during the login
process.
Final results
Defining the Problem
VL and ETT interaction has too much friction
As a Product Designer, I implemented Two-Factor Authentication (2FA) for our platform.
To understand users' needs for 2FA, I analyzed HubSpot service tickets and found few
mentioned not adopting Contractbook due to a lack of 2FA and security regulations. To
gather more data, I sought ways to understand user needs.
Mocap studio
How the VL works
I conducted a competitive analysis to identify commonalities among competitors and
gather valuable insights for building our product. This research allowed us to differentiate
ourselves and provided a basis for product development.
How the Smooth Blade Video Laringeoscope works in VR
User testing
As a Product Designer, I implemented Two-Factor Authentication (2FA) for our platform.
To understand users' needs for 2FA, I analyzed HubSpot service tickets and found few
mentioned not adopting Contractbook due to a lack of 2FA and security regulations. To
gather more data, I sought ways to understand user needs.
Notes in FigJam from competitive analysis session
Analysis in dovetail
I conducted a competitive analysis to identify commonalities among competitors and
gather valuable insights for building our product. This research allowed us to differentiate
ourselves and provided a basis for product development.
Notes in FigJam from competitive analysis session
Insights
We used Pendo to recruit current Contractbook customers for interviews about their 2FA
experience. After users clicked 'interested' on the modal, I sent them a screening email to
confirm if they were a good fit for an interview.
Example screening questions:
•
Does your company have a security policy related to 2FA?
•
Which method of 2FA is your company using the most? Have you had any problems
with it?
Then, I conducted problem discovery interviews with the users who passed the screening
to learn about their experience with 2FA, identify potential opportunities, and learn about
their compliance requirements.
Identified opportunities:
•
Users believe that "anything is better than nothing" when it comes to 2FA.
•
The authenticator app is the most preferred method, but users don't mind using any
other method.
Clinical stakeholder pushback
I conducted a competitive analysis to identify commonalities among competitors and
gather valuable insights for building our product. This research allowed us to differentiate
ourselves and provided a basis for product development.
Notes in FigJam from competitive analysis session
We couldn't hurt learning objectives
After gathering the initial insights, I led a User Journey Mapping workshop with my team
of seven to identify persona, goals, scenarios, and steps for users logging in with 2FA.
The workshop helped visualize the process.
Drag to explore – N+1 User Journey Map in FigJam
drag me!
To ensure users easily recognize errors, I used traditional error-message visuals and
simple language to explain what went wrong, avoiding jargon. When clicking on the
support email, it prefills the subject line for quick issue recognition and resolution.
Design pillars of InvolveXR
To ensure users easily recognize errors, I used traditional error-message visuals and
simple language to explain what went wrong, avoiding jargon. When clicking on the
support email, it prefills the subject line for quick issue recognition and resolution.
Error diagnosis interface design in Figma
Proposed solution
To ensure users easily recognize errors, I used traditional error-message visuals and
simple language to explain what went wrong, avoiding jargon. When clicking on the
support email, it prefills the subject line for quick issue recognition and resolution.
How the Smooth Blade Video Laringeoscope works in VR
Solution implemented
With all the necessary foundations, knowledge, and preparation in place, I began to
design the interface for 2FA. We prioritized email 2FA as it's widely used, faster to
implement, and all users have verified email on our platform. The design aimed to add
security without compromising efficiency and prioritize user-centricity, along with easy
error recognition, diagnosis, and recovery.
Mocap studio
Impact
To ensure users easily recognize errors, I used traditional error-message visuals and
simple language to explain what went wrong, avoiding jargon. When clicking on the
support email, it prefills the subject line for quick issue recognition and resolution.
Error diagnosis interface design in Figma
Impact
To ensure users easily recognize errors, I used traditional error-message visuals and
simple language to explain what went wrong, avoiding jargon. When clicking on the
support email, it prefills the subject line for quick issue recognition and resolution.
Me
left: Marketing materials for feature announcement; right: feature announcement on app.contractbook.com/home
Next Steps
Looking ahead, we also continued to think about ways to improve the user experience,
such as adding additional 2FA options e.g., an authenticator app or SMS.
Reflection & learnings
The main challenge for this project was debating and discussing 'which 2FA method is the
best?' As the sole designer, I kept an open mind but had to prioritize features that could
deliver value and impact for both the user and company within the given timeframe.
The biggest lesson learned was the importance of a User Journey Map. It uncovers
problematic and opportunistic points early on, providing a basis and visual aid for
effective collaboration among all stakeholders throughout the process.
Interested in working together? Lets chat!