Client: Vanguard UK
Role: Lead UX Designer
Focus: Secure onboarding, Multi-factor Authentication, cross-team collaborations
UX Skills: Deskbased research, Cross-functional collaboration, wireframes, prototypes, final design and testing
Role: Lead UX Designer
Focus: Secure onboarding, Multi-factor Authentication, cross-team collaborations
UX Skills: Deskbased research, Cross-functional collaboration, wireframes, prototypes, final design and testing
Led the UX design for Vanguard UK’s Multi-Factor Authentication (MFA), focusing on balancing security with a seamless user experience. With no existing internal design patterns, I conducted comprehensive research into MFA flows across banks, government services, and financial platforms to inform the approach.
Collaborated with the US Core team to align with global security protocols and support the implementation of an existing third-party authentication provider. I mapped the full user journey, identified friction points, and worked closely with product, compliance, and engineering teams to ensure smooth integration with the UK platform. As part of this, I defined password criteria to meet security requirements while keeping them manageable for users.
I also led research into advanced authentication methods, including passwordless approaches and biometric authentication. While these were not feasible at the time with the existing supplier, the insights shaped future planning and positioned the team to adopt more innovative authentication methods.
In partnership with a content designer, I ensured all interactions and messaging were clear, accessible, and user-friendly, particularly around verification steps, error states, and recovery scenarios.
Results
Successfully launched the MFA feature on time and within scope, rolling it out in stages to monitor uptake and user feedback. The successful website launch built confidence and helped pave the way for introducing facial recognition authentication to a better-suited audience on the app.
