Product Type
Learning Management System · CIAM · Web & Mobile
Engagement Type
UX Audit · Authentication Testing · Role-Based Access Validation
Background
The LMS served diverse user roles with CIAM managing identity and access. While security was strong, users faced confusion during login and onboarding.
Objective
- Reduce friction in authentication flows
- Improve clarity of access and permissions
- Maintain security without harming usability
Our Approach
- First-time user onboarding testing
- Role-switching and permission validation
- Session and timeout behavior testing
- UX clarity review of identity flows
Key Findings
- Authentication steps lacked guidance
- Permission boundaries were unclear to users
- Session expiry felt abrupt
Outcome
- Clearer onboarding and login flows
- Reduced access-related support tickets
- Higher user engagement
