My role
UX Research Lead (Solo)
Scope
Enterprise-wide implementation affecting all IBMers globally
Duration
Feb 2019- July 2019
Collaborating teams
IBM Identity Services team, IBM Security team, and application owners/developers
Platform
User interviews, Surveys, Diary studies, User journey mapping, Data synthesis
IBM was looking for a new company to handle security services, which would impact users’ login processes across IBM platforms and applications. The existing Single-Sign-On (SSO) experience was inconsistent and frustrating for IBMers, with many stakeholders making independent decisions that affected the user experience. This disjointed approach resulted in:
Multiple login prompts despite the promise of Single-Sign-On
Inconsistent authentication experiences across different applications
Technical gaps between different login protocols (SAML vs. OIDC)
Lack of standardization in authentication libraries and processes
Our challenge was to improve the Single-Sign-On process and create a secure, consistent, fast, and efficient environment for all IBMers at work while balancing security requirements with user experience needs.
Increase in annual productivity by eliminating just 4 redundant logins daily (10 seconds each)
Authentication flows are both secure and user-friendly.
Organizational changes were established by presenting recommendations to the CIO