Ellie Mae

Multi-factor authentication

Interaction design, Visual design

June 2018 - October 2018

Problem

Password recovery using security questions was our  #1 call driver with over 84k calls per month. This lead a lot of frustrations among the lenders due to bad feedback. Ellie Mae wanted borrowers to self manage their account to reduce call volume, have consistent experience and higher security.

Design

I explored and iterated the flow for this design along with the product management.

Once the flow was approved from different stakeholders, I I explored numerous design concepts, tested them with users, and iterated the design based on user feedback. I presented the design to gain buy-in from executives, senior stakeholders, and other teams across the organization.

Based on the A/B testing of the two designs, the following shows the final design with the errors and other constraints.

Product idea was to replace the security question with sending one time pass code via email, voice call or text. But there were several constraints  with regards to the security and third party integrations. One was they cannot resend code after the 3rd try, code will be valid only for 10 minutes. Third party integrations meant code will be longer for added security and users need to write down quickly.

Impact

Upon release, the call rate had diminished to almost 5k per month. Users were able to self manage their account using this password reset method.

Reflection

Higher security

Upon release, the call rate had diminished to almost 5k per month. Users were able to self manage their account using this password reset method.

American Disabilities Act

Ada is big at Ellie Mae which meant all colors, contrast needed to be ADA complaint.Thus while designing, it is always useful to think about inclusive design in particular.