Kiva is a non-profit organization that aims to expand financial inclusivity for underserved communities through loans.
+ Product Manager
+ Customer Service
Build and implement a new 2-step verification process to prevent malicious users from stealing account funds, personal information, and to reduce fraud.
Desktop & Mobile Web
*Disclaimer: For security purposes, this case study does not go in-depth of the full 2-step verification process.
Internal data showed an increase in malicious users trying to take over Kiva accounts and stealing money through credential stuffing.
What % of Kiva account holders set up 2-step verification?
1st iteration: I used minimal designs and focused on educating through copy and the idea of having educational illustrations per screen in an attempt to combat one of the main challenges for 2-step verification: usability.
2nd iteration: The main change here was combining the text and phone call options to create a more streamlined flow that encouraged users to choose the most secure method, authentication app, by only providing 2 options.