Capital One Commercial Card
Capital One
2019
2019
Introduction
Capital One’s Commercial Card Platform (CCP) enables Accounts Payable and Accounts Receivable clients to oversee their company’s bills to seamlessly and securely manage their cash flows.To continue to provide clients with the most secure experience, we needed to encourage new and existing users to update their authentication method to text from email to mitigate risk around compromised and potentially hacked email accounts.
After several months in development, the team had immediate success over when we discovered the new experience led to a 150% lift in users switching to a more secure authentication method.
Process
I started with1. Be transparent about the risk of choosing a less secure authentication method.
Users should be able to make an informed decision about choosing one method over another. We need to be able to communicate the risks of choosing a less secure method and educating the user on the ideal method.
2. Encourage users to choose the more secure method.
Through design and testing, we could discover what approach would make users feel more secure in choosing the right authentication method.
3. Do not disrupt the registration experience more than necessary.
Registration and onboarding should be simple and fast. Users should still be able to breeze through authentication easily.