Problem Statement
The redesign of Locaweb’s two-factor authentication (2FA) system stemmed from the need to improve the user experience when enabling and using 2FA. The previous flow had usability issues that hindered adoption, making it less likely for customers to activate this additional layer of security.
Two-factor authentication is a critical security measure that helps protect users from fraud and unauthorized access. Enhancing the 2FA experience aligns with Locaweb’s goal of providing a secure environment for its customers, reinforcing trust and safeguarding their accounts.
Discovery Process
The project began with a benchmarking analysis to understand how other industry players implemented 2FA activation in their platforms. This helped identify best practices and potential improvements.
Next, we mapped the current customer journey for enabling and using 2FA within Locaweb. By analyzing the process from the user's perspective, we were able to pinpoint key pain points and opportunities for enhancement in the authentication flow.
Ideation
Based on insights from the discovery phase, we explored solutions to improve the 2FA experience. The main ideas included:
✔️ Expanding authentication method options, giving users more flexibility in how they verify their identity.
✔️ Designing a more intuitive and user-friendly interface to simplify the activation process.
To visualize the improvements, we created a new user flow mapping the enhanced journey, ensuring a seamless and efficient authentication experience.
Prototyping
In the prototyping phase, we redesigned the entire 2FA activation flow using Figma and incorporated Locaweb’s design system to maintain consistency with existing UI components.
Key steps in this phase:
✔️ High-fidelity designs of the updated flow.
✔️ Iterative refinements based on feedback, ensuring an improved experience before implementation.
Outcome & Impact
The redesigned flow made 2FA activation simpler, more intuitive, and accessible. By offering multiple verification methods and refining the interface, the new experience removed friction, encouraging more users to enable this security feature.
In the first months after launch, the new flow and interface led to 340K new 2FA activations, significantly boosting adoption. This improvement directly contributed to a 90% decrease in stolen accounts, reinforcing the platform’s security and strengthening user trust.
