DUO Mobile

Many students and professors on campuses utilize a second-factor authentication for an added layer of security. However, the DUO mobile app is a hassle as users complain about the confusing buttons and counterintuitive after recent updates.

In the beginning, my team and I came up with a mind map that encompasses all the interface and physical items that posed an issue or were inconvenient to use. We then boiled down to two-the DUO mobile app and the UCSD printing system. After many conversations, we collectively decided to conquer the DUO mobile app because it encompasses a larger user base and we were excited to work on improving an app.

Users frequently encounter knowledge-based mistakes like not being able to differentiate between two different accounts or adding a new account.

A recent update demonstrated a trend that users experienced capture slips like clicking on the wrong button since the old version had a different placement of the approve/deny buttons.

There is also a lack of security with the function "remember me for 7 days" that allows users to get in after signing in once.

Goals

• For the user: easier navigation and minimize confusion

• For the app: increase user usability and interaction

• For the business: improved engagement and retention of users

My team and I conducted a total of 15 interviews . It was discovered that 7 out of 15 interviewees had knowledge-based mistakes when trying to add an account onto the DUO app. Roughly 53% of users has made a mistake on using the app.

Design Process

During the design process, my team and I decided to incorporate solutions to problems that users had. These included stabilizing the approve and deny buttons so they won't confuse users each update, adding in a detailed description on each account to allow them to be distinguishable from each other, and incorporating a better scan function. In this step, we tested out which placement of buttons served the best intuitivity and convenience before including it into the design.

Redesign Prototype

The redesign has a set position of the approve/deny buttons so that it does not confuse users. Furthermore, it displays clear account details which allows users to differentiate which account is which. Moreover, the remember function is altered to saved sessions on the same device so it provides both convenience and security. Additional features that were added are easy QR scan account aggregation for simple account adds. The redesign targets the issues that were proposed and researched in the beginning with a goal to improve user experience and satisfaction.

Results

The redesign idea was popular within our class and became the top three best redesign ideas. The iterations made on the buttons improved the practicability and accessibility for the users. In a follow-up interview, we aim to test the prototype towards a small audience before launching it to a larger population to receive feedback.

My Role

I assisted with the brainstorming process, collecting research, and creating the charts for the project. Helped with organizing data, highlighting trends, and reviewing the interface.