Role
UX, visual design
Duration
5 Sprints
Tools
Figma
Tracking sign-on activities
Providing 21,000 monthly visitors more security
Summary
Added more value to device management page with monthly visit of 21,000 customers by providing the important and sensitive information. As the research showed, customers wanted to control on managing information of their devices and account access.
Device Management Hub
Citi lets customers manage their devices associated with their accounts.
Trusted Identity - Devices registered with customer’s biometrics, Face ID, Touch ID, or 6-Digit PIN
Device’s name, model, sign on information and authentication type provided
Customers can unenroll their devices from Trusted Identity
Initial design attempt attracted 21,000 customers visit Device Management monthly, fraud team came back with more content to add.
Issues in Device Management Interface
Login activity was missing in Citi’s device management page while customers want to be aware of their sensitive information
Current experience requires larger number of click throughs to get to device management page
Start connecting the dots by listening to customers
What are the required features?
There are certain features that customers expect to see when they are managing their devices associated with their online accounts.
Accounts’ access history
List of devices
Authenticator type
Also the ability to easily manage the devices associated with online accounts is “very important” to customers.
Let’s look at how others are doing
Research team conducted the competitive analysis to understand:
Features that competitors and others have for device management and what those features consist of
What information is given about devices shown
How customers can control to manage their devices, how much information about devices and account access is shared with them
Constraints
The current problem of findability in device management page won’t take place due to budget/development schedule issue
There are only Citi Trusted Identity devices available to be on device management page (password protected and browsers will be added later in the future)
Let the exploration begin
How do we add more value and convenience?
Restructuring the current open tile to house only the necessary information
Exploring displaying last 30 sessions of login history
Putting more focus on a selected device by highlighting background, no saturation on unselected devices
Keeping the only action that customers can take, “un-enrolling devices from Trusted Idenity”
Total make over for tiles
Started exploring new tile designs to accommodate user needs - adding more helpful information about their account activities.
Rethinking the entire tile design
Left and right panels create visual separation
One tile to host all the essential information
Adding sign on history
Sign on history per device might be useful
Hosting 30 sessions/days of sign on history might be too long
Additional ideas
Use of “shield” icon for Citi Trusted Identity
Use of browser logos for non Citi Trusted Identity devices and sign on
Expand/collapse on tile for saving space
Maybe a modal could work
Business and product decided that sign on history for the last 30 times for a device accessed customer’s account.
Need a place to host the sign on activity of last 30 times, rather than each device hosting 30 sign on history.
More to managing devices
How did it become better?
Better overview of multiple devices
Quicker taking action - un-enrolling devices from Trusted Identity
Putting more focus on a selected device by highlighting background, graying out unselected devices
Overall 30 sign-on history
Instead of each device housing last 30 sign-on history, each device hosts last 5 sign-on
Overlay modal for overall devices’ last 30 sign-on history (scrollable)
Updates on header and body copy
“Manage Your Devices” instead of “Manage Citi Trusted Identity” for better communication
More straightforward and short body copy to simplify learning about the page
Device Management Revamped
Product team asked a lot of information to be added for business and legal teams asks due to security purposes and educating customers. Therefore not only the card design needed a change but also placing the required content in the creative ways.
Take a look at the redesigned device management including login activities and other new features.
Conclusion
Device Management seemed to be a simple improvement at first glance, but thorough analysis on user testing results provided a great insight on how customers feel about the current experience. As I learned about the project, I constantly asked myself what I would like to see as a customer when I land on the page.
Here are my thoughts on what I wish to see coming and am glad about the new design.
Easier access and a dedicated page for security center or hub to host device management and other actions users should take regarding fraud or suspicious activities on their accounts
Glad changes on copy, visual hierarchy on the design, introducing new device display design