For example, if we detect a user has notifications disabled, Duo Mobile will alert them at the top of the app, and guide them to enable notifications so they can successfully authenticate. Our new Call-to-Action area will guide users to self-remediate when they are in a known error state. Help desks commonly had to help users remediate when they accidentally denied notification or camera permission for the mobile application. Mobile apps can be invasive and users are rightfully wary of granting new apps permissions on their phone. Reducing Help Desk Tickets by Enabling Self-RemediationĪny customer that has had to roll out quickly has dealt with the challenge of end user education. (For administrators who are worried about this generating a lot of tickets or denied Pushes, we’ve done extensive testing on this internally at Duo and with real end users and have found users adjust very quickly, with no significant increase in denied pushes). Every other app end users have to interact with uses a pattern of having the approve button on the right, and we can make it easier by aligning with this common practice. We’re doing this in order to align with best-practices in UI design when it comes to placement of approval buttons.

Simple iconography and removal of technical information (eg: ip addresses) helps users understand at a glance whether or not they are receiving a legitimate request.įinally, you’ll notice we’re repositioning the Approve and Deny buttons. We are shifting to human-readable language, reminding users to verify that they are actually logging in as they receive the notification. These findings have been incorporated into the new Duo Push screen. Now I understand it’s actually there to protect my identity.”įighting Fraud by Humanizing the Push ScreenĪuthentication is hard! Users are asked to constantly be on the alert - scrutinizing URLs and email attachments, ensuring they don’t do the wrong thing.ĭuring our research, we found that we can improve the readability of contextual information that was displayed at the time of authentication, and help end users make the right decision. “Prior to seeing this, I thought Duo was just an app my employer put on my phone to spy on me. One existing Duo user went as far as to tell us:

We found this to be incredibly successful in testing these flows with real users. We’ve made it simpler to understand how Duo works, what purpose Duo serves and a variety of changes that help ensure end users successfully complete enrollment. In order to help users better understand what Duo is really doing, we’ve introduced the concept of inline education in our enrollment flow. Users are concerned about an invasion of their personal space and what a corporate app might do to impact performance on their device. As part of the redesign we are: Educating First-Time Usersįor users new to Duo or the idea of 2FA in general, understanding exactly why your employer is asking you to put Duo on your phone is often a burden. Before we do that, I wanted to take some time to share with you exactly how we’re making it easier for users to authenticate using Duo Mobile. I’m excited to announce we’re ready to allow all users to start testing the redesigned application with us in a public preview. Help users self-remediate, rather than call the help desk Make it easier for users to enroll and authenticate It was a daunting task, considering we haven’t changed the Duo Mobile application in over seven years. In early 2019, we embarked on a project to improve the Duo Mobile user authentication experience. Industry News JChris Demundo Redesigning UI - The Duo Mobile App, What’s New

Duo mobile desktop app