Aer Lingus Two-Factor Authentication
Client: IAG – Aer Lingus
Role: UX/UI/Product Designer
Two-Factor Authentication (2FA) is an additional security step added to the log-in process, such as a code sent to your phone or a fingerprint scan, to ensure the security of online accounts beyond just a username and password.
This project involved the rollout of a new ‘2FA’ method of secure login for all users on Aer Lingus.com website and mobile app.
The purpose of this project was to;
- Enhance security features at enrolment, login, password reset etc.
- Control a phased rollout of these security features to user segments to minimize the impact on conversion.
- Offer additional support to users regarding the security on their accounts.
A soft-rollout to low-use customer segments allowed us to test the feature with smaller cohorts and apply early-stage learnings before releasing to larger customer segments. We were also able to identify user pain points early on and offer better customer support in those areas before full roll-out.