The Passcode Login Case Study


The consumer and consumer banking mobile app login presented some unique challenges. One of these challenges was the fact that consumer and commercial login credentials (user ID & password) were separate. Put simply, if you happened to be a consumer banking customer AND a commercial banking customer you have two different login credentials but only one passcode.

Problem

Solution

Multiple Accounts…One Passcode

  • If the user has passcode set up on their mobile device, the problem for the consumer + commercial user is they can only have one passcode for app access. The solution to this issue was to provide a link on the passcode screen with a simple link “Business User?” which would direct user to the UserID/Password login screen, whereby they could sign in with either their commercial credentials.
  • When the app was released, the business unit expressed concern this experience was going to cause confusion among commercial account holders and began to lobby for building a separate app for commercial account holders.
  • Conduct usability tests to determine if this was in fact a problem for commercial account holders. The results of these tests proved that users with passcode login set up had  no trouble accessing their commercial accounts.

My Role

  • Usability Testing and documentation

Results

Usability tests strongly indicated users had no issues navigating between their business and consumer banking accounts.

Business decided not create a new, separate app for business banking.