In an effort to roll out two-factor authentication, I helped design two workflows to accommodate both customers and customer service center agents in making use of this form of authentication throughout Fifth Third Direct.
I began this project with sketches. While this doesn't look like much, even a simple user flow like the one we needed to create for user authentication benefited from doing some very simple sketches as a starting point.
The first set of screens focuses on the customer experience. When a customer logs into the system or performs an action that is might have a high security risk, they will be prompted to enter a six digit code that is sent via text message to their mobile phones.
On the other hand, customer service agents need to verify users who might call in for assistance. To do this, we repurposed the customer facing authentication for use by the customer service agents while on the phone. These next screens show some of that workflow.