About the project

This initiative involves the implementation of Okta to replace RSA Access Manager for user authentication across all Customer applications, encompassing 8 OPCOs and 14 mobile apps. Beyond enhancing resilience, this transition empowers AEP to offer a contemporary customer experience enriched with functionalities like multi-factor authentication. Our scope encompasses all websites and applications, spanning iOS and Android platforms, for all 7 OPCOs along with aepnationalaccounts.com.Our objective is to transition customers to a state-of-the-art identity provider that elevates the customer experience while ensuring the utmost security in customer interactions and data integrity.

The Overview

4 Months

Timeline

Web/Mobile/Responsive

Platform

400+

Screens

Tools

User Flow

By creating a comprehensive user flow documentations, we were able to communicate the user journey clearly, identify pain points, and refine the design for an improved user experience.

Image description

Testing Phase

Objective: Evaluate 7 Okta workflows (app mobile version)
Pain Points:
‍Total of 14 issues documented
1. New User Registration
2. New MFA
3. Persistent Login
4. Change Password
5. Forgot Password
6. Forgot User ID
7. Reset MFA
Document initial user understanding of the functionality, information layout, and navigation of workflows.

Capture user perception and sentiment of Okta workflows.

Document unmet goals and needs with the current UI as well as product gaps and pain points in the 7 workflows studied to provide feedback and recommendations.

Our Methods

The Design Team performed 13 usability tests with a sample of users gathered through UserTesting. There were a total of 9 moderated and 4 unmoderated tests. The design team then synthesized and analyzed the collected data. Moderated sessions lasted approximately 60 minutes and was conducted via Zoom. Unmoderated sessions lasted approximately 17 minutes and were recorded via UserTesting. All users were at least intermediate tech-savvy. We asked users questions about their occupation, things they spend time doing on their phones, and the mobile apps they enjoy most. We then gave them a scenario and a task for each of the 7 prototypes, soliciting their feedback on the experience.

Project Learnings

Users Perspectives: Overall user perception of ease of use when navigating Okta workflows, features used, guidance provided, and visual cues encountered
Pain Points:
‍Total of 14 issues documented
- General: 5 issues
- New User Registration: 2 issues
- New MFA: 1 issue
- Persistent Login: 4 issues
- Change Password: 0 issues
- Forgot Password: 2 issues
- Forgot User ID: 0 issues
- Reset MFA: 0 issues
Issues Types: Accessibility, Navigation, Usability, Terminology, UI, System Feedback

OKTA