sign in flow
I’ve used the RBC Insurance app a lot and the authentication process was extremely tedious, so I fixed it.
Concept work February 2025
Click count was reduced by 45%
challenge
The current authentication process takes nearly 30 seconds, requiring the user to click 8 separate times to access the app.
Objective: Optimize authentication
Objective: Optimize authentication
analysis…
decision fatigue
Prompting the user to choose where the verification code is sent each time contributes to decision fatigue. One option should be set as a default and only changed as an exception.
Screenshots of RBC Insurance app showing verification code delivery selection
redundant input
Sending the verification code, verifying, and authenticating should happen automatically.
Screenshot of RBC Insurance app showcasing redundant user inputs
excess information
The app displays unnecessary and redundant copy. “About” information is not required on the landing page. It distracts the user from the main goals which should be signing in or enrolment.
The copy on the code verification screen is also redundant.
Screenshots of RBC Insurance app showcasing excess information
