CIAM Journey, Rest

Superannuation Fund

My Role: Lead UX/UI Designer, design thinking practitioner and workshop facilitator.

Duration: Four months

Please Note: Due to the highly sensitive nature of this project, I can only provide a high-level overview without disclosing specific details or displaying actual designs and the process.

Project Overview

How this project started

Financial

Project Goal

As a lead UX/UI designer and facilitator, I spearheaded a comprehensive initiative to enhance the Customer Identity and Access Management (CIAM) system for major superannuation funds. The project's goal was to improve user experience, security, and functionality across all digital touchpoints, including member registration, join flows, and identity verification while ensuring compliance with regulatory requirements.

Main Challenges

Balancing security with user-friendly authentication processes.
Creating a core product for fund-level variations.
Integrating CIAM seamlessly across multiple digital platforms.
Addressing diverse user needs across different customer segments.
Ensuring compliance with evolving data protection regulations.
Facilitating collaboration between remote and in-person teams.

Design Process

Design engagement model and plan
Design thinking approach
Discovery workshops
Ideation sessions
Rapid prototyping and testing
Key outcomes
User research model
Wireframing and User Interface Design Processes
Final outcome

Design Thinking Approach

To tackle these challenges, I implemented a series of design thinking workshops, both remote and in-person, involving stakeholders from various departments

Discovery Workshops

Conducted remote stakeholder interviews to gather initial insights
Facilitated virtual empathy mapping sessions to understand user pain points
Organized in-person journey mapping workshops to visualize the current CIAM experience

Ideation Sessions

Led remote brainstorming sessions using digital collaboration tools
Facilitated in-person design studio workshops to generate innovative CIAM solutions
Implemented virtual voting techniques to prioritize ideas

Rapid Prototyping and Testing

Coordinated remote prototyping sessions for rapid concept validation
Facilitated in-person usability testing of digital prototypes
Organized remote user feedback sessions to iterate on designs

Key Outcomes

Adaptive Authentication: Developed a risk-based authentication system that adjusts security measures based on user behavior and context.

Identity Verification: Designed a user-friendly process for remote identity verification, account recovery, and security protocols.

Reduced dependencies: Created a member journey that reduced calls to contact centres due to lack of information.

Variation Controls: Developed granular settings allowing funds to control their preferences in the member registration process.

User Research Model

We developed a research plan to gain deep insights into user needs and behaviours; this plan includes:

Analysis of the current platforms, including member registration online, member joining online, OKTA verification, password recovery, and member identification for different super funds.
Remote interviews and case studies.
User journey maps.
Design thinking workshops.
Usability testing.
Create different variations from the core product at the fund level with specific requirements.

Wireframing and User Interface Design Processes

We created low to mid-fidelity wireframes and prototypes to establish the core product with white branding. These were iteratively refined through internal reviews, stakeholder feedback, and testing.

A clear hierarchy of information.
Process map for technical feasibility and addressing limitations.
Low-fi wireframes and prototype to validation.
Iteration with a responsive design for seamless CIAM experiences.
Hi-fi design and prototype
Design hand-off and dev walkthrough

Final Outcome

This project reinforced several key insights:

The importance of balancing diverse stakeholder needs in CIAM design
The value of mixing remote and in-person workshops for comprehensive ideation
The effectiveness of visual collaboration tools in facilitating remote design thinking
The critical role of user testing in refining CIAM solutions
The need for ongoing iteration to address evolving security threats and user expectations

By leveraging design thinking methodologies and effective facilitation techniques, we were able to create a CIAM solution that significantly improved user experience while maintaining robust security measures. This project showcased my ability to lead complex, multi-stakeholder initiatives and drive innovation in critical systems through collaborative design processes.