Aer Lingus Two-Factor Authentication

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

Two-factor authentication adds an extra layer of security to your user account to ensure that you’re the only person who can access your account and information.

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 allowed us to ensure everything worked as it should 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