Customer authentication experience

Led the design of the experience to migrate all customer accounts to a new authentication system for the hotel’s loyalty program.

The problem:
Guest accounts needed to be migrated from a legacy authentication system to a new, more secure system (Okta). Guests were required to take action to complete their account migration, so the experience needed to be as simple and seamless as possible.

The process:
I began with an initial exploration of authentication systems and security best practices, collaborating closely with information security subject-matter experts. I also worked with the customer information database team to understand the current system and determine what data could be migrated to the new system.

After gathering insights from security and customer teams, I created wireframes to explore potential user flows. I then partnered with key business teams and stakeholders to develop a solution that met both security and business requirements. In parallel, I conducted user research to understand how guests feel about authentication.

Low-fidelity wireframes were tested with users to gather feedback and iterate on the designs. Once the solution was aligned with security, business, and customer needs, I created high-fidelity designs. The experience was initially launched with a small beta testing group, and a survey was conducted after migration completion to collect feedback before rolling it out to all customers.