What we wanted to do?
The implementation of seamless authentication, allowing users to log-in to a SiSU Health Station without having to directly enter a password.
The SiSU Station are publicly accessible health stations, available in every state and territory in Australia. In 2023, 379,000 Health Checks were performed on them.
However, they have a real problem when it comes to users successfully signing into them.
The problem by the numbers:
- 42% of total Authentication attempts resulted in Authentication failures
- 32.76% of verified users that do more than one health check reset their password.
- 57.12% of users that reset their password once, go on to reset their password at least one additional time, and 23.47% of those users reset four or more times
Why it might be happening?
- The station is a third party station so users cannot leverage saved passwords, or password managers.
- Logging onto the Health Station is for most users infrequent, so having to remember their password is also infrequent.
- The password reset has a Legacy issue where the user is sent an auto generated password, rather than one they set themselves, making it less likely they’ll remember it.
What I did
The first step was to explore options for Seamless Authentication, and weight up the strengths and weaknesses of each.
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The research identified clear trade-offs.
Prioritizing ease of access for the general public and our current users made OTP via email the best option.
However, to align with the secondary business goal of promoting the app, authenticating through the app by scanning a station code was the alternative that was decided upon. This method also improves user experience by eliminating the need to enter an email at the station, a process prone to errors and user-reported awkwardness on the touchscreen.
Stated Goals
- Seamless sign-in adoption
- Drop in Authentication fails
- Drop in password resets
- Rise in station to app adoption
Wireframes (including alternative options)
High Fidelity
Phase Two
The initial design phase of Seamless focused on the Health Station design.
In the next phase I focused on promoting the feature within the app, specifically in the newly implemented ‘no-health-check’ state.
Designs
Results
We predicted that Seamless may have a slow adoption curve. While there would be many tech-natives that would understand the pathway, the friction trade off would not be strong for many, especially for an authentication event that happens so infrequently (average check for return users happens once every X days
However over the preceding 5 months the % of users signing in with Seamless Authentication trended up, with the exception of February. This was identified as related to a bug that occurred when scanning the QR code with the device camera on an iOS device.
Once rectified the Seamless rate continued higher to one in every five return users using the method in May.
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Overall authentication errors also steadily trended down.
Phase 2
No product is shipped perfect. There is always scope for optimisation and improvements.
As product designers, we don’t always get a chance to go back, but the critical nature of this feature gave us the chance to do this.
Key observations
The main drive to revisit the Seamless design came from observations at key activations that many users were not understanding they needed to sign the QR after having just signed up on the App
Through an exercise we identified two user-types that would be Seamless Auth candidates that may not be using Seamless Auth
<User stories>
Designs