How might we…
How can a redesigned Duo Mobile app deliver a faster, more seamless verification experience?
Solution
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DUO MOBILE APP RE-DESIGN
AI-powered companion that helps you discover places
Overview
The “Duo Mobile app Re-design project” aimed to enhance the user experience by simplifying and diversifying verification methods on Duo Mobile and through a new web interface. I identified user pain points through user research and testing to validate the improvements, resulting in a more seamless and satisfying user experience.
Background
Duo Mobile is a multifactor authentication app that provides additional security. Many universities use the Duo Mobile app to strengthen security through a second verification. Students verify their account in the Duo Mobile app by approving a push notification during their login process.
Problem
Through my own experience verifying my school account daily, I noticed that the verification process causes frustration and negatively impacts student satisfaction.
User Research Method
Directed interview & surveys (5 parts)
Number of Interviewees: 7
Affinity Mapping
After finishing interview, I documented and analyzed the responses to identify insights and key findings. Using affinity diagramming, I organized these insights, focusing on three insights that highlight the user's pain points.
Research Findings
1. Users use Duo Mobile very frequently, but they feel the current user flow is complex, leading to low satisfaction (5.8).
2. Users understand the need for second verification, but they want something quicker and easier.
3.Users want more diverse verification methods beyond phone number verification, as the lack of a clear user flow for changing phone numbers causes inconvenience.
User Persona
Questions & Solution
How might we…
How can we ensure that users have more diverse methods of accessing the Duo account, especially when they have problems with their mobile devices?
Solution
Add AI algorytm
Design Solution
1. Sign-up Page (web)
The sign-up process enables users to include their phone numbers and email addresses on their accounts, which helps users when they face changes in their mobile devices.
2. Phone Number Change (web)
Users can change their personal information by logging into their account through their email or phone number. In the new web interface, users can change their account details in settings when they need to change their personal information.
3. Quicker, Easier Second Verification (app)
Verifying an account using Face ID is easier and quicker compared to current Duo Mobile verification process.
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User Test
After re-designing using Figma, I conducted a user test with seven interviewees, asking them to conduct tasks corresponding to the three user flows.
I conducted user testing focusing on those two questions:
1. Does the re-designed Duo mobile app allow users to verify their accounts in an easier and faster way?
2. Does Duo Web reduce user pain points when they change their phone number and try to log in to their school account?
User Test Results
1. User satisfaction with the current Duo was 5.8 on a scale of 1-10 which increased to 8.4 after completing tasks with the redesigned version — a 44.8% improvement.
2. The task completion time for Task 2 was reduced by 8 seconds, dropping to 7 seconds compared to when using the current Duo Mobile app.
3. The perceived ease of use improved from 3.8 to 4.6, reflecting a 21.1% increase.
What did I learn?
1. As an international student who frequently changes phone numbers, it was meaningful for me to understand the pain points of other students in the same situation and solve them through design.
2. The Duo Mobile Re-design project gave me the opportunity to equip the skills needed to implement detailed interfaces and interactions using Figma.
3. Conducting surveys with users taught me the importance of empathizing with users and understanding their pain points before initiating ideation.