Service Victoria UX/UI & Digital
Multi-factor authentication
Situation
Following the successful recent implementation of Multi-Factor Authentication (MFA) across the majority of Service Victoria transactions, the Service Victoria was focused on maximising user understanding and adoption of this crucial security measure.
To capitalise on the recent MFA rollout and proactively address potential user confusion or lack of awareness, we developed the "MFA Navigator." This dedicated resource, accessible without requiring a Service Victoria account and collecting no personal information, aims to educate users on the importance and functionality of MFA.
The goal was to design and develop an engaging and informative landing page for the newly launched "MFA Navigator" on the Service Victoria website. The page needed to reinforce the message that passwords alone are insufficient for robust online security and highlight their vulnerability to hacking.
It also needed to emphasise how MFA provides a critical additional layer of security to protect user accounts and sensitive data, while providing clear pathways to further support and information if users have specific questions or require assistance with MFA setup on particular services.
The MFA Navigator landing page needed to support the successful widespread adoption of MFA across Service Victoria by proactively educating users and building their understanding.
Tasks
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Translate complex MFA concepts into easily understandable language and engaging visuals for all Victorian citizens.
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To structure the MFA Navigator landing page in a logical and intuitive way, ensuring users can easily find the information they need.
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To ensure the MFA Navigator landing page is accessible to all users, including those with disabilities, and functions seamlessly across all devices.
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To seamlessly integrate the MFA Navigator into the Service Victoria website and make it easily discoverable for users.
Actions
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The initial information about Multi-Factor Authentication often uses technical terms and can be difficult for users with varying levels of digital literacy to understand. This creates confusion and potentially discourages adoption.
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Security concepts like MFA can be challenging to grasp through text alone. Many users benefit from visual representations to understand processes and benefits.
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Users who are new to MFA or encounter difficulties may need further assistance. If support resources are not easily accessible, they may become frustrated and abandon the process.
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A significant portion of users access online services via mobile devices. A non-responsive or poorly functioning page on mobile will lead to a negative user experience and hinder information access.
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Results
The simplified language and incorporation of visual aids significantly improved user comprehension of Multi-Factor Authentication. We saw a noticeable increase in the average time spent on the page, indicating users were engaging with and understanding the content.
The strategic placement of links to the MFA Navigator across the Service
Victoria website, particularly on login pages and in help sections, led to high traffic and a low bounce rate on the page. This demonstrated that users were easily finding the resource when they needed information about MFA.
Adherence to WCAG guidelines ensured the page was accessible to a wider range of users, including those with disabilities, aligning with Service Victoria's commitment to inclusivity.
The MFA Navigator landing page was successful in achieving its goals of enhancing user understanding, building confidence, improving accessibility, and positively impacting support resources.
