Problem: Chase digital customers were experiencing higher levels of account fraud. The product and design team at Chase was looking to increase the amount of customers engaging with the 2-Factor Authentication (2FA) feature on their account to help increase account security.

Impact: We introduced a higher-friction experience that nudged customers into engaging with and turning on their 2FA features, including educational content about how the value of this feature and how it relates to their account security.

Insights:

• Customers were concerned about their account security and welcomed education about security features
• Customers wanted to learn both about the functionality and the value of security features available to them like 2FA
• These customers wanted to understand these features without having to read alot of content, but wanted the flow to be as scannable as possible

Action:

• We included content about the 2FA feature that discussed both the value and the functionality of the feature, and also kept it brief and removed from technical jargon.
• We included most of the educational content as part of a dropdown, to not overwhelm the page and users with too much content at once.