The MVP was created in a little over two months. This update brought the user and help desk portals to a more modern, scalable framework, with an enterprise tested, mature ecosystem. After the new portals were in production for several weeks, additional user interviews were conducted to determine places for improvements in the new application. Follow-up releases were identified and any remaining pain points within the application were remediated. At the same time, a significant amount of much-needed educational material was generated and embedded within the new applications to help ease users into these new processes.
The new self-service MFA portal streamlined the process for employees and new users, improved user education on MFA security, and reduced call volume for the bank’s internal help desk. Additionally, a new help desk portal was implemented in order to reduce the average time per interaction. Now, employees are better equipped to self manage the MFA process, fewer users require assistance from the help desk, and call time to resolve individual cases has decreased. Additionally, due to the more mature ecosystem, security and accessibility concerns are more easily addressed, and issues are remediated much more expediently. End users have reported improved understanding of the business need for MFA, and uptake across the bank has been greatly improved.