Melissa Heng

Sr. Director, Product Management; Capital One

Melissa's Session

Thursday, June 27
11:30 - 12:20 pm
Capital One Masterclass: Creating Customer First Authentication
Customers want to easily and seamlessly authenticate to their online accounts. Authentication is one step along the journey to the thing they want to do, like pay a bill or view account activity. Financial institutions have been responsible for choosing the right method for the customer. But, how do we engage design principles to ensure consumers have the best possible experience while we are protecting them? Design principles shape stronger products, even in the authentication space. New features have made it much more complex to design for solving existing problems like authentication and identity verification. At the same time, additional choices have made it easier to make sure certain populations don’t get left behind. In addition to choice, designing for flexible authentication and verification can protect your institution and streamline the experience for customers. In this session you will learn how to design for customer success and security strength in your authentication and verification experience.

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