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2FA Two-Factor Authentication - Enhanced Data Privacy and Seamless Digital Authorization

In October 2019, the Ministry of Manpower (MOM) introduced measures to improve the matching process between Migrant Domestic Workers (MDWs) and employers. To enhance data privacy and streamline processes, this feature combines the implementation of enhanced data privacy measures and a seamless digital authorization process for employment agents (EAs) and employers (ERs). The objective is to provide better transparency, security, and convenience while ensuring the privacy of employers and MDWs.

THE PROBLEM

The problem this feature aims to solve is twofold: enhancing data privacy and security while enabling a seamless digital authorization process for employment agents (EAs) and employers (ERs) and also better matching with employers (ERs) and Migrant Domestic Workers (MDWs). The existing manual process lacks authenticity verification for signatures and requires a transition to a digital platform.

  1. The authenticity of Signatures: Currently, EAs meet employers in person to obtain signatures on authorization forms. This manual process makes it difficult to verify the authenticity of the signatures, raising concerns about data integrity and accountability.
     

  2. Transition to Digital: With the COVID-19 situation and the growing demand for digitalization, there is a need to shift the authorization process from a physical to a digital platform.

HIGH LEVEL TIMELINE

The project had a high-level timeline of nine months, including requirement gathering, project kickoff, discovery research, wireframe, prototype, design, usability testing, and development of the feature.

MAKE OF THE TEAM

The team consisted of a Business Analyst, a copywriter, me as the UI/UX Designer, and feature team's  Developers

KEY GOAL

To create a user-friendly and seamless digital authorization process for Employment Agents (EAs) and employers (ERs) in MDW matching, aiming to enhance user satisfaction and overall user experience.

MY ROLE

As a UX designer, I played a vital role in improving the digital authorization process for employment agents when they transact on behalf of the employers. Here's an overview of my contributions:

In the implementation of the feature aimed at enhancing data privacy and creating a seamless digital authorization process for Employment Agents (EAs) and employers (ERs) in Migrant Domestic Worker (MDW) matching, my role as a UX researcher was integral to ensuring a user-centric design and a smooth user experience.

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Responsibilities:

  1. Played a crucial role as a UX researcher in the implementation of a feature focused on enhancing data privacy and creating a seamless digital authorization process for EAs and ERs in MDW matching.

  2. Planned and executed research studies to gather user insights and understand their needs and behaviors.

  3. Conducted usability testing sessions, interviews, and surveys to collect valuable feedback and insights from EAs and ERs.

  4. Analyzed collected data to identify patterns, trends, and key findings regarding the digital authorization process.

  5. Provided actionable recommendations based on research findings to improve the user experience of the feature.

  6. Collaborated closely with the design and development teams, ensuring that user feedback was incorporated into the feature design.

  7. Facilitated iterative testing and refinement cycles to address usability issues and enhance the user experience.

  8. Contributed to creating a user-friendly and seamless digital authorization process, ultimately increasing user satisfaction with the feature.

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By fulfilling my role as a UX researcher, I contributed to creating a user-friendly and seamless digital authorization process for EAs and ERs, resulting in an improved user experience and increased satisfaction with the feature.

INTRODUCTION:

The enhanced authorization process for Migrant Domestic Workers (MDWs) aims to improve the matching between MDWs and employers while ensuring data privacy and convenience for all stakeholders involved. This feature addresses the challenges faced by Employment Agencies (EAs) in obtaining authorization from employers (ERs) in a digital and streamlined manner.

Research Methodology:

  • Conducted usability tests with employment agencies (EAs) and employers (ERs) to gain insights into their experiences and challenges.

  • Used remote usability testing tools like Lookback to observe participants' interactions with the prototype.

Pain Points and Opportunities:

  • Pain points: Identified pain points in the current authorization process, such as the back-and-forth communication between EAs, ERs, and the next of kin (NOK).

  • Opportunities: Streamlined and Efficient Process:

    • Develop a digital authorization system that simplifies communication and document management, reducing the need for backtracking.

    • Create an intuitive and user-friendly interface that allows EAs and employers to easily authorize transactions on behalf of FDWs.

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  • Pain points: Preference for In-Person Authorization.

  • Opportunities: Trust and Security:

    • Address concerns regarding digital authorizations by ensuring a secure and reliable system.

    • Provide clear and transparent information about the digital authorization process to build trust among EAs and employers.

    • Discovered opportunities to streamline the process and enhance user experience.

Design Thinking and Problem Solving:

  • Applied design thinking principles to analyze the pain points and find innovative solutions.

  • Collaborated with cross-functional teams to brainstorm and iterate on design concepts.

User-Centric Design:

  • Developed user personas and user journeys to guide the design process.

  • Created wireframes and interactive prototypes to visualize and test design concepts.

Iterative Design and Testing:

  • Incorporated user feedback and usability test results to iterate on the design.

  • Made improvements and refinements to ensure an intuitive and seamless user experience.

Collaboration and Communication:

  • Collaborated closely with stakeholders, including EAs, employers, and development teams.

  • Conducted workshops and design reviews to gather feedback and align on project goals.

Visual and Interaction Design:

  • Designed visually appealing interfaces that guide users through the authorization process.

  • Created clear and concise information displays to enhance transparency and understanding.

Usability Evaluation:

  • Conducted usability evaluations and incorporated feedback to validate and optimize the design.

  • Worked with researchers and stakeholders to assess the usability and effectiveness of the digital authorization process.

Documentation and Communication:

  • Created clear and concise documentation summarizing the research findings and recommendations. Shared this documentation with the UX team and feature teams to ensure everyone is informed and aligned on the insights. Effectively communicated the research insights to stakeholders, promoting collaboration and a shared understanding of user needs.

By leveraging my UX design skills and following a user-centered approach, I contributed to the development of a seamless and user-friendly digital authorization process for FDWs. Through research, iterative design, and collaboration, I ensured that the final solution addresses user pain points and delivers an enhanced user experience.

Wai Yee_ FDW - EA Request Authorisation and consent.png
Design Artifacts:

During the project, I created various design artifacts, including:

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  • User personas: Based on the insights gathered from user interviews, I created user personas to represent the target users and their pain points.

  • User flow diagrams: I created user flow diagrams to visualize the user journey and identify pain points and opportunities for improvement.

  • Wireframes: I created low-fidelity wireframes to visualize the proposed features and their user flows.

  • Mockups: I created high-fidelity mockups to showcase the final design and its visual design elements.

  • Interactive prototypes: I created interactive prototypes to test the proposed features with users and gather feedback on their usability and functionality.

 

I created wireframes, prototypes, and high-fidelity mockups to showcase the design of the feature. These artifacts were used to communicate with the team and stakeholders and to guide the development of the feature.

IMPACT:

The implementation of this feature greatly enhances the matching process between employers (ERs) and employment agencies (EAs). ERs and EAs now have access to detailed information about the job scope and previous household experience of foreign domestic workers (FDWs). This enables ERs to make more informed decisions when selecting an FDW, ensuring better matches and improved satisfaction.

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​Furthermore, the feature provides transparency to ERs by allowing them to see the data accessed by EAs during transactions. ERs also have control over the types of transactions EAs can perform on their behalf, empowering them to maintain a higher level of control and ensure a smooth process.

ACCOMPLISHMENTS:

  • Recognized with top 10 customer satisfaction scores in Whole of Government Application Analytics (WOGAA) for 2022.

  • Achieved an impressive 88% customer satisfaction (CSAT) score for the Employer Authorisation feature, highlighting the high level of user satisfaction.

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These achievements demonstrate the positive impact of the feature, enhancing transparency, control, and overall satisfaction for ERs and EAs in the matching process.

LESSONS LEARNED

During this project, I gained valuable insights as a UX designer. One important lesson was that users may resist the transition to digital authorizations for various reasons:

  1. Legacy Users: Some users prioritize productivity and may be hesitant to adopt new digital workflows, fearing a loss of efficiency.

  2. Legend Users: Experienced users with deep system knowledge may rely on shortcuts and accelerators. Introducing changes can disrupt their established workflows.

  3. Learner Users: Users who are new to the system require support and training to become proficient in using digital authorizations.

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To address these concerns, effective communication and education are crucial. By highlighting the benefits of digital authorizations, such as increased productivity, we can encourage users to embrace the change. Providing comprehensive training/user guides and support for new users helps them become confident in using the system.

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This project emphasized the importance of understanding user perspectives and addressing their specific needs. By empathizing with users and effectively communicating the advantages of digital solutions, we can overcome resistance to change and drive successful adoption of new features.

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