Consultation and solution for login migration to a new login system.
- Scope: Research, Consultation & Solution
- Role: Research & Concept
- Tools: Figma & Figjam
- Collaborators: Content Designer & Development Team
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Concept for a future log-in screen
Existing Product & Problem
Users log in with email and password via an in-house login API, while those migrating from another platform use a different login API. We ensured both types could use the same system with a consistent UX.
Process
Research – Part 1
To understand what migrated and new users would encounter with Auth0, the new login API we are using, I read the technical documentation and researched how other platforms integrated similar solutions into their login processes.
Concerns
I discussed with the information architect the feasibility of using Auth0, focusing on security and adaptability to our current login UI and UX. The choice between the classic (legacy) and new modern login systems would impact how much we could customise the design to match our app. Using Auth0 would limit our localisation and design options, potentially resulting in two different styles for the login if we chose the modern system.
Research – Part 2
During discovery, we reviewed how customers register and log in, and if 2FA set-up should be optional. Interviews with stakeholders revealed that mandatory 2FA during a phased rollout had previously caused many issues.
Previously, 2FA was rolled out to 500 customers, resulting in 400 cases of issues like lost access due to changed credentials. Additionally, customers with multiple users faced difficulties as each user had to set up 2FA every time they logged in. This confirmed that making 2FA optional is the best approach. We are considering introducing multiple user accounts with a master account using 2FA for sensitive information.
Ideation
A developer outlined details of the chosen Auth0 version, and for security reasons, the engineers opted for the newer API version. I collaborated with the Content Designer to create flow diagrams for both regular and migrating users.
We explored options for customising the new login system to align each page with our branding and styling. Due to limitations in customisation, however, the appearance would still differ from our current UI.
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The Content Designer and I examined current UX flows for our customers and projected how their experience would evolve once all customers migrated to the new login API. Our goal was to ensure consistency and prevent confusion among users, especially concerning different experiences with login, 2FA setup, logout, and password retrieval pages.
Solution
We decided against implementing two separate login systems for our platform users to avoid confusion and prevent additional technical and design challenges. Following discussions with stakeholders and developers, we chose to retain the current login process for all users.
During our phased migration, customers were informed by accounts beforehand to prepare for upcoming changes. Users with existing 2FA were prompted to update their confirmation code via Auth0. New users looking to set up 2FA were directed to the Auth0 login system in a new modal window due to technical limitations.
Overall, the customer migration process progressed smoothly without major issues.
Future Vision
When tackling projects like this, I always consider the platform’s future direction. In this case, I explored several options to enhance the login page, aiming for better brand alignment while prioritising a seamless user experience. Despite the constraints of the new login system’s customisation, I focused on improving navigation back to the main website and modernizing the localisation change interaction.
Key Takeaways
Initially, the project scope was broad, giving us flexibility. However, the new login systems posed technical uncertainties during discovery, leading us to refocus our goals.
With a phased migration plan, we needed to prioritise customer familiarity and clear communication about upcoming changes. Addressing security and user experience concerns was paramount, given the limitations in fully aligning the new login system with our existing interface.
