Passkey Biometrics Authentication (Accessibility)

This was one of my favorite and most impactful studies I did while on the Rapid Research team. This study focused on the Passkey and Face ID permissions when users first download the MyVerizon App. We wanted to get feedback from users who identify as having cognitive or visual disabilities. The study was also done in the standard Rapid Research format to obtain feedback within a weeks timeline.

Objectives

Evaluate the usability of the Face ID and Passkey authentication flow within the MyVerizon App.
Asses user comprehension and attitudes towards the information provided throughout the flow.

Key Questions

Can users successfully follow the steps to set up Face ID and Passkey with Verizon?
Are there any difficulties going through the flow and if so, what?
How do users feel about the information provided to them throughout the process? Is it adequate, too much, too little?
Does the information compel users to want to set up Face ID and Passkey? If not, what would persuade them?
Do users understand what Face ID and Passkey are and the benefits?
Are there any pain points throughout the experience?
How much time do users want between setting up Face ID and being prompted to set up?

Methodology

Remote, qualitative usability study

1-on-1 individual sessions

30 minutes each

Mobile device Modality

Participants

8 Participants total
All identify as having a disability
- 4 users with cognitive disabilities
- 3 blind, screen reader users
- 1 low vision, screen magnification user
All current Verizon Customers
Mix of ages, incomes, ethnicities, and genders.

Tools

Fable - I utilized Fable for recruitment, as well as hold the usability sessions.

Figma - The prototypes were created through Figma.

Google Office Suite - I utilized Google Office Suite to write test plans and to create findings presentations.

Miro - I utilized Miro for notetaking during sessions and keeping track of insights and themes.

Timeline

As a member of the rapid research team, all studies submitted to our team must be completed within a week's time. Since there is a limited timeframe each study is limited to 8 study participants, 30 minute sessions each, and 2 research objectives. Below is the timeline for this project.

Day 1

Study was assigned to me.
Sent out invites for Kick-off meetings with stakeholders for day 2

Day 2

I met with stakeholders during the Kickoff meeting to walk through prototypes and other materials, and to go over objectives
After the kickoff, I wrote the test plan.
I then submitted the test plan to my manager by end of the day.

Day 3

After manager reviewed the test plan, I sent the test plan to stakeholders for further approval.

Day 4

On day 4, I finalize any changes made to test plan in the morning.
Moderated testing sessions began in the afternoon.

Day 5

Test sessions are conducted all day.

Day 6

I synthesized findings and then created the finding presentation

Day 7

Lastly I held a read-out meeting with stakeholders to present findings.

Key Takeaways

Although users can comfortably navigate to setting, users rely on step-by-step guidence to know exactly where they need to go and what to click.
1. Screen reader and screen magnification users would ideally prefer to have a direct link to the exact page in their settings to save them time in the process.
2. All users found the step descriptions to be helpful -- stating they would likely rely on them to set up Face ID and Passkey. Due to this reliance, these users stressed the importance of having detailed instructions.
Users are unsure if they need to go to their phone settings or the settings within the MyVerizon App.
1. One of the biggest gaps in the steps and instruction provided was that there was a lack of clarification of which setting users needed to go to.
2. Users felt that the instruction allude to the phone's settings, but users prefer an explicit statement such as "Please go to your iOS settings"
Users have a high interest in enabling Face ID and Passkey because it makes accessing their MyVerizon App a lot easier
1. Screen reader and screen magnification users stressed that technology like this saves them a lot of time and stress in typing in a password.

Impact

With the newfound awareness that users rely on detailed, clear instructions, the content team made adjustments to the steps provided to fill in any gaps in information to ensure users could successfully enable Face ID and Passkey. Improvement made to the step instructions were:
1. Clarifying which settings (iOS or MyVerizon App) users needed to go to.
2. Ensuring all instructions were explicitly clear in what we are asking users to do.
Since screen reader and screen magnification users stressed that technology like this saves them a lot of time and stress, many designers and product owner took this information and began brainstorming where else they can utilized Face ID and Passkey within the the MyVerizon App to help users save time.

Challenges

Technical Issues - Within the context of remote user experience research, tech issues are an all-too-familiar occurrence that can elicit a significant amount of stress, regardless of the study modality or user demographics. Nevertheless, the technical challenges that arise when working with visually impaired participants may present a particularly intricate and taxing situation. The use of visual descriptors to convey the placement of a button or object, which is typically a reliable approach for sighted users, is entirely unhelpful for visually impaired individuals. Therefore, the resolution of such issues necessitated a heightened level of awareness, empathy, and ingenuity from myself. It was essential to remain patient and understanding when working with users who required accessibility accommodations. I consistently tried my best to assure them that I was available to offer any assistance within my capacity and exhibiting kindness significantly alleviated the pressure and anxiety that these stressful situations elicited. It was essential for me to recognize that navigating technology with visual impairments can present unique and frustrating hurdles that demand a heightened level of sensitivity, patience, and support.

Location

Austin, Texas

Email

amormanzanares@gmail.com