Refersion
2FA popup
As Refersion’s first UX writer, I worked with the product and UX design teams on product copy and content strategy.
Problem
The goal for this project was to increase the number of Refersion users with Two-Factor Authentication (2FA) enabled on their account.
The majority of our users did not have it turned on, and strong security practices became higher priority as we transitioned to an enterprise business model.
Goals & requirements
A popup modal prompting the user to set up this extra layer of security would be triggered upon login for any user without 2FA currently enabled.
Because this is a critical security step, we wanted the popup to be eye-catching, and visually distinct from other in-app notifications.
Approach
Microcopy
The copy provided by the product team was text-heavy and contained a lot of technical jargon.
I saw an opportunity to simplify the message and emphasize to the user WHY they should enable this feature here, rather than HOW.
Because most Refersion admin users are not technical (primarily small business owners and marketing managers at e-commerce startups) I prioritized explaining the value of this feature in layman’s terms.
Instead of detailing the setup process in the popup, which risked confusing and disincentivizing the user, I led with an emotionally-driven call to protect their account, and chose succinct, empowering CTAs.
Content design
Working with our product manager and design lead, I initially proposed using two popups. The first popup would have a carousel, introducing the concept of 2FA and why it’s important. The second popup would be a reminder to set up 2FA, recurring upon each subsequent login until they did it.
This approach (both the carousel and the popup series) was discouraged by our UX designer. We decided instead on a single recurring popup with a strong simple message, rather than fragmenting the message and information across carousel cards or multiple popups.
