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That helps a lot to understand why this happens, thanks. However, as you can see, many many people see it as a usability problem. The core issue is selection o
by joshuak 7y ago
That helps a lot to understand why this happens, thanks.
However, as you can see, many many people see it as a usability problem. The core issue is selection of action based on the account (not user, the user may have multiple accounts) being of a particular type. This mistake is you are attempting to hide the selection from the user perhaps with the intent of making the process easier / less obtrusive.
From a UX point of view I'd say you need to do the opposite, make the selection obtrusive i.e. clear and obvious to the user. Either in the presentation, by explaining what you are doing, or in the functionality by doing the membership selection client side perhaps with a bloom filter, or presenting "corporate", "individual" tabs so that one starts with the correct interface.
Most people are use to the idea of a work or school account vs a personal account, I think just giving users a short explanation and a choice would be MUCH better then this "clever" auto redirection that doesn't make any sense on the face of it.
- chowells 7y agoHave you validated this theory against actual users? Because I have. Users do the wrong thing. Constantly. Every single chance they get. There is no level of education that can fix it. Users don't want to do the right thing, they want it to just work with no thought required. Every option you present to users is one additional source of support calls, frustrated users, and frustrated account managers wondering why you're making things so hard for the users belonging to customers they work with. So my company split its authentication page in two also. It results in fewer support calls and fewer complaints to the account managers. And for what it's worth, it works with most password managers too. Anyone having trouble with that should consider a different option. It's not like there is a shortage.
- joshuak 7y agoGood point, and I agree as for not putting the burden on the user, that's why personally I'd used the bloom filter approach to quickly disable password input (not remove the field) and display a short explanation for the redirect. Normal users would see nothing out of the ordinary, and SAML users would see what they see now plus an optional explanation for what's going on. I have received my fair share of confused calls regarding (microscopically) more arduous login processes and presenting fewer people with any change at all helps tremendously with reducing those calls.
- chowells 7y agoI admit, I had some concerns about that as well. But our UX team and PMs did user surveys they believed to be broadly representative and found that enough sites are doing split logins now that our users didn't have any trouble with the change. This might be a factor of having been done just this year. A year back, the decision might have broken the other way.