Mobile App-Digital Identification to facilitate remote onboarding and authentication

The idea of identity and access management (IAM) is not new. Because early men lacked sophisticated technology comparable to today, they took a totally different approach. For establishing an individual's identity and granting him access to the social elements, they relied on physical recognition, oral promises, close relationships, symbolic ornaments and tattoos, and the approval of elders and socially respected leaders rather than contemporary options like User name and password.

It may be traced back to typical human behavior, in which we deny access to unauthorized people and grant it to recognized persons. As we work to open access to a wider audience in the modern digital world, we have gradually shifted to digital access control.

The most important component of every project involving digital transformation is the combination of registration and login. Both have a direct connection to the marketing funnel, with "login or sign-in to an application" having a direct correlation to client retention and "registration or sign-up" having a direct correlation to customer acquisition.

When a consumer decides to use your product or services, the registration customer journey is their first point of contact with you. Simply said, registration is almost like a small win for the brand since it shows that the client is willing to trust the company. The customer's first impression of you will be formed throughout the registration process, making it even more crucial for the business to provide a simple, quick, and efficient registration procedure.

The biggest difficulty for companies right now is striking a balance between consumer experience and trust. All companies strive for a one-click customer journey during app registration while correctly identifying the consumer as this will serve as the reference for all subsequent logins.

50% of consumers find long sign-up forms and passwords as top barriers to service adoption.

The Login customer journey authenticates the user data against the stored data provided during the time of registration. While registration is a one-time journey, Login is a repetitive customer journey to ensure only a valid user has access to the application.

Most of the digital mobile apps follow multi-factor authentication (MFA) to validate the user identity:

1. Something You Know: Password, PIN, Security Questions
2. Something You Have: Device, Smart-token, QR Code
3. Something You Are: Bio-metrics, Fingerprint, Facial recognition

49% of consumers state that they are more likely to sign up for a service if it offers multi-factor authentication or more secure and convenient options than a username and password combination.

Brands have access to a lot of data including when the user logs in, how the user logs in, and where the user logs in to build the customer profile to provide a robust, secure, and convenient customer experience. An intelligent way to manage customer authentication is to ask relevant questions from the customer and only request additional factor authentication in case a trigger is generated due to a change in customer behavior pattern.

A good customer onboarding process ensures:

1. Increase in installation to successful registration rate
2. Less registration abandonment rate
3. Coverage of possible error scenarios
4. Right combination of login options
5. Optimum length of registration & login journey

About the Author:

Juhi Sharma?is a payment enthusiast with 9+ years of experience in payments and product management. Before joining IBM, she worked for banks such as HSBC, Credit Agricole Corporate & Investment Bank & ICICI Bank.

Juhi has done her post-graduation from Welingkar Institute in Marketing & B.E ( Electronics & Telecommunications) from Mumbai University.

Note- The views and opinions expressed or implied in this post are my own.

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