In February 2019, the Authy app automatically generated generic, blue key icons (🔑) for 2FA account token types. Here's an example shown below:
New and existing Authy users could not quickly find the authenticator account they needed.
Generic logos slowed down user recognition of the correct account they needed to authenticate.
Users often ran into errors when they accidentally chose the wrong account; caused user friction and slowed down task completion.
Based on these known pain points, we focused our efforts within the design and development of a new feature with a 3-pronged approach:
Create a tool that allowed users to update their authenticator account by replacing generic logos with custom logos
Generic “key” icons represented logos. Users found it difficult to scan and differentiate each account.
I wireframed the overvall flow and created alternative designs for specific screens
This increase in ratings from 3.4 (August 2019) to 4.0 (March 2020), a total of 770+ reviews that saw a boost in positive reviews