After significant growth in our signed in user base, multiple login options were availalbe, including email and password, multiple social login options, as well as several large, key customers utilizing Single Sign On (SSO) integrations.
Internally we began to hear grumblings about the sign in process being confusing and time consuming. To validate this wasn't due to our unique internal dev environment, we added instrumentation to measure the rate of successful vs. failed login attempts.
The number of failed login attempts was large, and we undertook a project to reduce the number of failed attempts.
TechSmith Identity began as a simple login system experimentally written in Angular supporting one small app to being integrated with more than a dozen products and services on web, mobile and desktop platforms supporting millions of users.
My role as lead designer and product owner was to help evolve this supporting system to add user value and support business goals.
Our team added many features and improvements, including infrastructe changes to improve perfomance, implementing an identifier first login flow that reduced sign in failure rate by 50%, creating a unified account widget across web and desktop properties, and creating workflows to support delayed account setup to improve purchasing conversion, new product activation workflows in Snagit and Camtasia, and user invitation workflows to support new cloud products.
The associated My Account portal was the beginning of TechSmith's efforts to enable self-service for users, storing activation keys, exposing subscription information, billing information, and more.
This system was later replaced with a third-party vendor solution for several reasons, including the changing security landscape.