Identity-as-a-Service

CONTEXT

The Chief Security Office is responsible for authentication services at AT&T. One of our products is a consumer Software Development Kit (SDK) that AT&T applications can onboard to. Currently myAT&T, Smart Home Manager, DirectTV, Personal Cloud, and more native apps consume our SDK.

PROBLEM

According to our research, over >20% of user-mentioned issues are linked to the SDK sign-in experience. Signing in to an AT&T app is tedious and time consuming.

RESEARCH

To get the big picture view on the current pain points users experience when signing in to AT&T applications, we looked at diverse data sets, including Quantum metrics, Voice of the Customer, and Splunk.  We also flowed the current state of the sign-in experience by capturing the user journey in a clear visual representation. 

FINAL SOLUTION

Instead of separating the user ID and password into separate screens, we were able to run an API call when the user enters their user ID and then animate the password field to appear. This animation helped the user feel like it is one form with less friction. We also now utilize app components, have enhanced error messaging with actions for users to take to help decrease abandonment rate, use common device gestures, and offer dual SIM support.

REFLECTION

One big take away through out this process was that sometimes the business requirements may not always be the most user friendly, however, the challenge in how to achieve the business requirements in the most seamless way is where the magic really happens!