The challenge

Most of LastPass's less tech-savvy users experienced an issue when first using the app. They were lost, didn't know where to start. They went through something like this:

Step 1

Download and open the LastPass Authenticator app

STEP 2

See a message: "Scan the displayed QR code"

STEP 3

Have no clue about where to find that QR code

“Waste of time...where is QR code I am supposed to scan ???” - Wayne

“QR code is required but one doesnt exist.” - Tim

“Every time I get prompted to install this I get stalled because of poor instructions. This time I was asked for a QR code. Nothing tells me where that supposed to come from or where to get it.” - rksinger

STEP 4

Leave the app frustrated and confused

Identifying the root cause

I organized and conducted hybrid usability tests of the current experience to see where users are stuck, and learn about their needs and goals when it comes to multifactor.

The no-brainer solution: onboarding

First, I've conducted a competitor analysis to see how others approach this topic. Then collaborated with content design and product management to find the right direction. As a first attempt to mitigate the problem we created an onboarding flow that we didn't have before.

The no-brainer solution is not enough

User tests showed that the onboarding is helpful, but not enough. They still need some more guidance, because once they're in the app, users feel lost and "alone". I brought the team together to ideate on "How might we help users feel more in control in the app"? We came up with two main ideas:

Final UI with LastKit 2.0 design system

After some quick iterations we landed on the final design that proved to be working. We organized 10 additional user tests to validate our assumptions. With these additions users felt more in control.

New educative onboarding

• An answer to the uncovered user problem

• Feature promotion

• Clearly explains how multifactor changes a usual login process

Make users feel more in control with the new add account flow

• List of most added MFA sites listed

• Instruction for each site

• Detailed instruction for adding LastPass, more general instruction for third-party and not listed sites

• Three quick actions kept on top for users who know what they are doing

Get help to unblock yourself

• List of most visited support articles added right where most users felt lost earlier

• Reworked home page to give a hint to users what kind of accounts they can add

Outcomes

Increased app store ratings from 2.3 to 4.5

Decreased time to first value significantly

Decreased the number of churned users after download