Citi Bank Mobile App - OTP Process

Approaching this problem, I collaborated with a team to delve into the user's workflow, analyze the steps and identify any confusion-causing elements that led to user dropouts. We also explored alternative methods that would be more convenient, without compromising security. We noticed that the current workflow design had too many instances of requesting data that was already available. By eliminating these redundancies, we were able to streamline the flow and get the relevant information we needed to confirm the user's identity in the least amount of steps possible.

This simplified the previous workflow significantly. Afterwards, we worked with the client to explore various concepts, holding weekly design reviews where we received feedback from product experts that we could iterate on.

Overall, the updated workflow led to an improved user experience that resulted in:

- reduced time needed to complete the OTP (one-time password) process
- a lower number of user dropouts throughout the flow
- a significant reduction in the number of steps taken in the workflow.