Overview
Federal regulations required financial services companies to implement additional security measures to protect consumers' financial accounts.
Rocket decided to use an authentication template offered by a third party vendor as a cost saving measure, but had significant flaws from an experience perspective.
Problem
Create a secure and seamless authentication experience
Client
Keep my account information safe and easy to access.
login success % per session
Business
Keep us compliant with federal regulations with minimal to no effect on login efficacy.
% of all accounts enrolled
Limitations
Account management built on vendor's platform
Rigid page structure and components
Exact pages reused for different processes
Solution
Proof of concept, iterate, then roll out publicly
Iterative feedback loops
We set up tight, controlled feedback loops with internal teammates allowing us to quickly identify problems and improve iteratively.
Flesh out security in low-risk environment
Launching first in a closed environment allowed us to identify and address legal and security risks based on user behavior before rolling out to external clients.
Enrollment
Authentication
Results
>2 million accounts enrolled, high authentication success
94%
of active accounts enrolled within 4 months of public launch
91%
of clients successfully authenticate in one session
>2 mil
accounts successfully enrolled in secondary authentication
Improvements
Bonus