Passwordless Onboarding
Product: Mobile authentication app used to access computer and web accounts without using a password
Platform: Web/Mobile
Design Task: Streamlining user onboarding process by eliminating registration failures
Results: 60% reduction in user registration failures, increasing product adoption
Learning point: Analytics can information about the “what” but customer research informs the “why”
The Problem
At HYPR, we faced two significant challenges during the onboarding phase. Firstly, our passwordless login product is groundbreaking but unfamiliar to users. Secondly, the process involves downloading an app, scanning a QR code, and pairing a device, leading to frequent timeouts.
To address this, our focus is dual-fold. First, we prioritize educating users about our innovative login solution, ensuring they understand its benefits. Second, we streamline the onboarding journey, guiding users seamlessly through each step. Additionally, we're actively tackling QR timeouts by optimizing the scanning process.
By enhancing user understanding and simplifying the onboarding experience, we're not just addressing challenges; we're shaping a smoother, user-friendly future for HYPR's passwordless login.
This is an example of the existing QR scan page. There are a few opportunity areas:
Users don’t know they need the HYPR mobile app to scan
Some users tried to scan the QR without clicking the “Begin Pairing” button - resulting in errors
We are not providing the user any instruction or visuals
The Process
To inform our design, our validation process for our designs was twofold. Firstly, we looked at our product analytics to understand failure points. Then, we talked directly to users to observe them registering a device.
Our analytics showed that there were failures at each step of the registration process. Most of the failures, 30%, occurred when the QR code was revealed. This is likely due to a timeout. But why? You simply need to scan a QR code with your phone, right? Well, it’s time to watch some users register so that we can crack this mystery.
This graph shows the failure rates at each point. The QR-Display failures are a result of users scanning the QR code without revealing it OR by scanning with the phone camera. You need to scan with the HYPR app. The QR-Revealed step is where we are noticing timeouts. Lastly, the biometric step is in their phone, they need to verify their biometric to complete registration.
After directly observing users go through the registration process - we have found a golden nugget! Users are not downloading the HYPR mobile app at the onset of the workflow. This is causing timeouts because the QR expires when they go to finally download the app. This also informs us on the other problem of scanning with the phone camera.
The Solution
Now we know where users are failing in the registration process and why. We found this through a combination of analytics and user observation. We are now well-informed and can make some changes to the workflow. New screens are included below as well as a click-through.
One of the major changes to our registration process is to include a dedicated step to let the user know to download the app. This is going to ensure that the user has the app and they can continue at their leisure.
This screen is vastly improved! We accomplish a few things here. Firstly, we let the user know the steps they need to take withe the HYPR mobile app, and include instruction that it must be scanned with the app, not the phone camera. Secondly, we have another button saying “I’m ready to scan” so that users can scan when they are ready and we don’t have the QR code timeout.
Click through the prototype to see the new onboarding flow for HYPR!
The Results
The new design and workflow were a success! We were able to address all the problem areas and create a more cohesive experience that educated the user and reduced errors.
Our updated user research showed that 76% of people now downloaded the app by the time the QR scan was revealed. This is a 200% increase. Additionally, our analytics showed that failures in the QR scan dropped from 20% and 25% to 0% and 12%, respectively. We essentially cut the errors by more than half. Further research and digging will help us get to an even lower percentage!
This is a massive win for the product and makes signing up easy for the user.