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Leading and facilitating the design process with the cross-functional team
1 product designer (me)
1 content designer
1 product manager
1 engineering manager
3 developers
Miro
Figma
Confluence
2024 Q1
Executive summary
In 2024 Q1 I lead the design process at LastPass to help less tech-savvy users to understand and use multifactor authentication to secure their online identity. This project heavily contributed in improving App store and Google Play ratings from 2.3 stars to 4.5 stars average.
The challenge
Most of LastPass's less tech-savvy users experienced something like this when using the LastPass Authenticator app:
Download and open the LastPass Authenticator app
See a message: "Scan the displayed QR code"
Have no clue about where to find that QR code
“Waste of time...where is QR code I am supposed to scan ???” - Wayne
“QR code is required but one doesnt exist.” - Tim
“Every time I get prompted to install this I get stalled because of poor instructions. This time I was asked for a QR code. Nothing tells me where that supposed to come from or where to get it.” - rksinger
Leave the app frustrated and confused
The no-brainer solution: onboarding
First, I've conducted a competitor analysis to see how others approach this topic. Then collaborated with content design and product management to find the right direction. As a first attempt to mitigate the problem we created an onboarding flow that we didn't have before.
The no-brainer solution is not enough
User tests showed that the onboarding is helpful, but not enough. They still need some more guidance, because once they're in the app, users feel lost and "alone". I brought the team together to ideate on "How might we help users feel more in control in the app"? We came up with two main ideas:
Provide a quick access to most visited support articles in the app
Rework the flow of adding an account, include instructions for most popular sites
Final UI with LastKit 2.0 design system
After some quick iterations we landed on the final design that proved to be working. We organized 10 additional user tests to validate our assumptions. With these additions users felt more in control.
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Outcome: Happy users
This project was the main driver of improving of App store and Google Play ratings of the app from 2.3 stars to 4.5 stars.
Challenges and takeaways
Initially the project timeline was only considering an easy fix. When we discovered that the easy fix doesn't solve the problem I had to make a case for digging deeper and find solutions that actually solve our users problem.
Even when we were confident that we were on the right track, anticipating an easy fix, it became evident that our initial solution ideas were insufficient. Throughout this project, I learned a great deal about managing uncertainties and effectively communicating these to stakeholders.