Secure User Profile Management
Listen in as I explain my end-to-end design process for AT&T’s Security Profile—how we simplified security, empowered users, and reduced support friction.
UX Case Study | Cybersecurity, Accessibility, User Authentication
Client: AT&T
Duration: Fall 2022 – Spring 2023 (6 months)
Deliverables: Wireframes, Prototypes, Accessibility UI, Developer Specs
Tools: Figma, Miro, Adobe XD, Jira
Solution: A responsive, simplified security management experience that allows customers to manage authentication, personal data, and permissions confidently.
Role
- Lead UX/Product Designer
- UX strategy and user research synthesis
- Wireframing, prototyping, accessibility review
- Developer handoff and QA collaboration
Research
Business & Industry Insights
- Rise in 2FA and biometric trends
- High support call volume for security issues
User Insights
- Lack of trust and clarity in current UI
- Reactive instead of proactive behavior around security settings
Competitive Benchmarking
Benchmarked against Verizon, T-Mobile, and Google Account UI.
Problem Definition
Pain Points
- Overly complex security settings
- Non-compliance with accessibility standards
Problem Statement
Users need a simplified, trustworthy, and accessible way to manage account security without relying on support.
How Might We
How might we empower users to confidently manage security in an intuitive and secure way?
AT&T Security Profile Redesign
Client: AT&T
Duration: Fall 2022 – Spring 2023 (6 months)
Deliverables: Wireframes, Prototypes, Accessibility UI, Developer Specs
Tools: Figma, Miro, Adobe XD, Jira
Solution: A responsive, simplified security management experience that allows customers to manage authentication, personal data, and permissions confidently.
Prototyping
- Security dashboard overview
- Trusted Devices module with edit/remove
- Authentication wizard (2FA, PIN, biometrics)
Accessibility Compliance
- Keyboard and screen reader support
- WCAG color contrast adherence
User Testing & Insights
- Added tooltips and guidance for unfamiliar terms
- Focused on mobile optimization
- Added audit logs and confirmation messages for confidence
Service Design
Value to Users: Clarity, control, reduced anxiety
Value to Business: Lower support cost, stronger trust
Components contributed to AT&T’s shared design system for reuse across teams.
Reflection
- Trust and clarity are key to security UX
- Accessibility is non-negotiable
- Designing for edge cases is critical
