Product Type
Learning Management System · CIAM · Web & Mobile Platform
Audit Type
UX Audit · Authentication Flow Testing · Identity & Access Validation
Background
The client manages a Learning Management System (LMS) serving a diverse user base, including learners, instructors, and administrators. The platform integrated Customer Identity and Access Management (CIAM) to support authentication, authorization, and role-based access.
Despite robust features, users reported:
- Confusion during login and account setup
- Inconsistent access permissions
- Drop-offs during onboarding and re-authentication
Objective
The goal was to:
- Evaluate CIAM flows from a real-user perspective
- Identify friction in authentication and onboarding
- Validate role-based access accuracy
- Improve engagement without compromising security
Our Approach
We performed a user-centric audit across identity and learning flows.
Methods included:
- First-time user onboarding and authentication testing
- Role-switching and permission validation
- Session handling and re-authentication checks
- UX clarity review for access-related messaging
We focused on how security decisions were perceived by users, not just whether they worked.
Key Findings
- Authentication steps lacked clarity and feedback
- Role permissions were technically correct but poorly communicated
- Session timeouts created confusion and re-entry friction
These issues reduced confidence and engagement — especially for new users.
Outcome
Post-audit improvements led to:
- Clearer onboarding and login experiences
- Reduced access-related support tickets
- Higher engagement across learning workflows
The platform maintained strong security while becoming easier to understand and trust.
