mToken App
Mobile Authentication Design for Keystone Bank Limited, enabling customers to generate one-time passwords as a digital alternative to physical tokens.
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Project Overview
Keystone mToken is a digital authentication tool that provides secure, seamless access to financial and non-financial services. It eliminates the need for physical tokens by offering a mobile-based solution.
Purpose of the Case Study
Showcase the design process, challenges addressed, and solutions crafted to enhance the user experience and meet business goals.
Background
Highlights
MY ROLE
Product Designer
TOOLS
Figma
INDUSTRY
Banking & Finance
Problem Statement
• Difficulty managing physical tokens.
• Security concerns with outdated authentication methods.
• Users found it cumbersome to access services requiring multiple authentication steps.
The Goals
Simplify the user onboarding process.
Create a secure yet user-friendly authentication flow.
Ensure compatibility across devices and platforms.
Provide a visually appealing and intuitive interface.
Style Guide
Euclid Circular A
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A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
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My Process & Responsibilities
Responsibilities
My Process
Conducted an initial secondary research about the Authentication Apps
Designed the mid-fi and hi-fi prototypes.
Collaborated with a colleague to draw out insights from the research.
Collaborated with the Business Analyst to build the userflow and wireframes.
Conducted a user survey with potential users and existing customers of the already existing product
Strategy
Research
Ideation
Design
Research
User Interviews:
Interviewed 20 users from Keystone Bank’s customer base.
Key insights:
70% preferred mobile solutions over physical tokens.
Users valued security but disliked overly complex processes.
Competitive Analysis:
Studied authentication apps from competitors like GTBank, Zenith Bank, and others.
Identified industry standards and user expectations.
User Interviews:
Interviewed 20 users from Keystone Bank’s customer base.
Key insights:
70% preferred mobile solutions over physical tokens.
Users valued security but disliked overly complex processes.
Competitive Analysis:
Studied authentication apps from competitors like GTBank, Zenith Bank, and others.
Identified industry standards and user expectations.
Who am I Designing For?
Based on the research I conducted, I was able to come up with two personas for the project as seen below.
Who am I Designing For?
For this study, we spoke with a few users of the logistics industry, including individuals and vendors who rely solely on the deliveries made by these companies to generate revenue.
Here are the two personas we came up with;
1
Ifeoluwa George
Ifeoluwa is a young man in Lagos who loves the comfort of his office in Ogudu, Lagos. He frequently sends stuff to his boss in Abuja and not all make it in good shape.
Goal
Fast, secure transactions without relying on extra hardware.
Frustrations
• Delayed SMS OTPs due to network issues.
• Burden of carrying around a physical token and sometime forgetting it at home.
2
Adeniyi Oloopo
Adeniyi is a tech-savvy young man who frequently conducts financial transactions for logistics. He primarily uses his smartphone for online banking, paying suppliers, and receiving payments from clients. As a busy entrepreneur, Adeniyi values speed, reliability, and security when managing his finances.
Goal
• Simplify and secure transaction approvals.
• Avoid delays caused by OTP delivery issues or internet failures.
• Use mobile authentication instead of physical tokens.
• Ensure transactions are protected against fraud.
Frustrations
• Delayed SMS OTPs due to network issues.
• Concern about fraud and account security.
• Complexity in setting up or recovering authentication methods.
• Limited time to troubleshoot technical issues during work hours.
Final Design
Onboarding
Dashboard
1
Displays token generation and account options.
2
Simple layout for copying OTPs.
3
A countdown timer indicating the validity period of the one-time password (OTP) before a new code is generated.
Other Screens
Setting Screen with options to manage biometrics, PIN, and app preferences.
VIEW LIVE
Reflection
This project not only improves transaction efficiency but also reinforces customer trust and loyalty. As digital transformation continues to reshape financial services, the Keystone mToken stands as a testament to the bank’s commitment to providing cutting-edge solutions that put their customers first.
Looking ahead, the mToken design sets the foundation for future innovations in mobile banking authentication, enabling Keystone Bank to stay ahead in Nigeria’s competitive financial sector.