National Australia bank
2-factor authentication
Goal
Improve self-serve securely
Due to the sensitivity of work, high fidelity visuals are not available
Challenge
Customers didn't have the ability to update some personal information as part of their online application experience for credit cards and personal loans which would stop them dead in their tracks. Since these updates would be added to the customer's core profile, a call was required which is neither efficient nor did it provide a good customer experience. Approximately 312,000 calls in relation to customers needing to update their information occur each year. We were tasked with looking at how might we implement 2-factor authentication to enable customers to easily update their profile, manage flow on dependencies within the application form and work with core system of records to ensure accurately updated across platforms.
Process
The initiative's complexity lay in the dispersed ownership of various functions that were required to deliver 2-factor authentication on a platform other than Internet banking and Mobile App. We documented and worked through all scenarios that we needed as a project team to align. This included SMS enablement, 2FA trigger stepping up application only when required, handling missing or pre-populated information such as address and employment details. Once our position was established as an ideal experience, we gathered additional requirements from security, 2FA technology owners, credit cards and personal loans forms delivery teams, accessibility, UI Lead and Principal Designer for aligning 2FA behavior across other platforms as well.
Results
2 Factor authentication has gone live as of Jan 2021 and has seen a 2% increase in conversion for credit card and personal loan applications and is projected to save over 820 hours of banker time per year. This enables our customers to not only to be self-serve better but frees up banker time for more complex queries and reduces time to product.
Primary user flows
2FA live in form
Angela Bliss
Ex-head of Design | National australia Bank
David worked in my team at NAB and is a stand-out designer, communicator and strategist. He has the unique ability to attend to both the details and the big picture. Curious and smart, David is an extremely sought-after member of any project team and a delight to work with. He's got a huge future in front of him.
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