User Authentication Flow
Overview
The goal of this project was to create a user-friendly authentication process for various user roles in the askporter platform. The askporter platform serves a wide range of users, from service users to platform admins. Each user type has its own registration and authentication requirements.
User Types
- Agent & Super Agent
- Service User & Super Service User
- Client Admin
- Platform Admin
- Supplier & Super Supplier
Research
We interviewed a select group from each user type to understand their pain points and preferences. Here's what we found:
- Service users wanted a quick registration process.
- Agents, especially super agents, emphasised security.
- Admins, both client and platform, sought clarity in the registration process.
- Owners and suppliers expressed the need for minimal steps in authentication.
Registration
- Service Users: Direct registration, followed by email verification and optional phone number validation.
- Others: Receive invite from manager, confirm name, optionally provide phone number, set a password, and activate. Those who provided phone numbers can further validate them via a pin code.
Login
- All users log in using their email address and password.
- "Forgotten Password" option redirects users to reset password, where an email link is sent to set a new password.
User Testing
Testing was done with a few users from each category.
- Service Users found the email verification helpful in confirming their registration.
- Agents, especially Super Agents, felt more secure with the phone number validation.
- Admins appreciated the clear and concise registration steps.
- Owners and suppliers loved the efficiency of the process.
Implementation
With the design confirmed by user testing, the authentication process was implemented across the platform.
Feedback & Iteration
Post-implementation, feedback was collected. A few users suggested a two-factor authentication (2FA) for enhanced security. The team is currently exploring this option.
Outcome
The new authentication process improved user satisfaction, reduced registration drop-offs by 30%, and improved security with phone number validations.
Conclusion
A clear, streamlined user authentication process not only ensures the security of user data but also enhances the overall user experience, leading to higher engagement and trust in the platform.
