AT&T Security Profile UX Case Study
Enhancing Account Security Through Human-Centered Design
Tye Robinson
Senior UX/Product Designer
2FA Activation Increase
Account Lockouts Reduced
Users Impacted
Core Focus Areas
Project Overview
Understanding the Challenge & Opportunity
The Problem
- • Users lacked clarity and trust in security setup process
- • Inconsistent interfaces across mobile and desktop platforms
- • Minimal user education about active protections
Business Context
Primary Objectives
- 1. Streamline user interaction with security settings
- 2. Encourage broader use of account protection features
- 3. Reduce customer support volume for login issues
Success Metrics
Problem Statement
The AT&T Security Profile needed a complete redesign to address critical UX issues impacting user adoption and confidence in security features.
User Challenges
- •Lack of clarity and confidence in security setup
- •Confusion about feature benefits
- •Abandonment during complex flows
Security Gaps
- •Low 2FA adoption rate (under 40%)
- •Inconsistent interfaces across platforms
- •Poor visibility into active security status
Business Impact
- •High support costs for account issues
- •Security vulnerabilities from low adoption
- •Regulatory compliance challenges
“Our security features were robust, but users couldn’t understand or engage with them effectively — creating a critical gap between capability and adoption.”
Research & User Insights
Understanding Our Users Through Data-Driven Research
Research Methods
User Interviews
In-depth qualitative insights
Survey Responses
Quantitative behavior data
Heatmap Analysis
User behavior tracking
Key User Personas
Diane
Age 64
Marcus
Age 33
Sara
Age 25
Key Research Insights
Design Process & Methodology
Human-Centered Design Approach with Agile Framework
Design Thinking
12-Week Sprint
Days of focused design & iteration
Design Tools
Figma
Design & Prototyping
Miro
Ideation & Mapping
Maze
Usability Testing
Jira
Project Tracking
Weekly Stakeholder Reviews
Priority Focus Areas
Ideation Output
Generated in collaborative workshops
Design Concepts
Key Design Solutions
Core Features Delivered for Enhanced Security Experience
Security Health Dashboard
Real-time protection status
Visual 2FA Setup
Step-by-step guidance
Device Management
Centralized control hub
Accessibility & Education
Inclusive design approach
Information Architecture
Recovery
Verification
Devices
Activity
System Usability Score
Achieved in user testing
Testing & Validation
Prototyping, User Testing & Performance Metrics
Prototyping Process
System Usability Score
Industry benchmark: 68%
Task Completion Rate
Across all user scenarios
A/B Testing Results
Primary test focus
Completion rate
Completion rate
Testing Results
Ease of Use
Trust & Security
Overall Satisfaction
– Diane, 64, Tablet user
– Marcus, 33, Business owner
– Sara, 25, Tech enthusiast
Results & Impact
Measurable Business Outcomes & User Success Metrics
2FA Adoption
Growth in activation
Support Requests
Reduction in tickets
Recovery Drop-offs
Process completion
Login Success
Completion rate
Performance Impact
User Engagement
Design System Adoption
Patterns replicated across teams
Project Recognition
Design excellence and business impact
Users Impacted
SUS Score
Delivery Time
Lessons Learned & Future Vision
Key Insights & Strategic Recommendations
Key Lessons Learned
Building User Trust is Critical
Security features require clear communication and transparency to drive adoption
Early Accessibility Testing
Identifying accessibility gaps early prevented costly redesigns and ensured WCAG-AA compliance
Cross-functional Collaboration
Close partnership with Legal and Security teams was essential for regulatory compliance
Future Recommendations
Project Impact & Legacy
Adopted company-wide
Enhanced experience
Design system reference
CCPA & WCAG-AA
Successfully balanced enterprise security goals with user needs
Delivered measurable business impact while improving user experience
Senior UX/Product Designer