Aer Lingus Two-Factor Authentication

Client:     IAG – Aer Lingus
Role:        UX/UI/Product Designer
Date:       2020

Two-factor authentication (2FA) is an extra 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 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 to 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.

View Flows .pdf