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I recently went live with a project that does okta integration with mfa. The most common support ticket is people complaining they didn't get their mfa code.

I recently went live with a project that does okta integration with mfa. The most common support ticket is people complaining they didn't get their mfa code. Root cause: they never clicked the "send code" button.

deltron3030 6y ago
It's your fault because of poor naming, it should be "get code". They aren't the ones sending you something.
wool_gather 6y ago
It's not clear whether you intend to blame the user or the tool, but my inclination, absent any other information, would be to blame the tool. Maybe they clicked forward from a previous screen and were presented with an active text field and the "send code" button, but didn't recognize it as a button, or misunderstood its purpose, expecting the code to be delivered automatically, or thinking that it meant "send code from the user to the website" (i.e., after they have typed it in). Whatever the details, a bunch of users have an expectation that doesn't match the tool's reality. It's the job of the designer to recognize or discover that gap and find ways to remedy it.
- lexicality 6y ago
  A user submitting a support ticket is rather like your code throwing an exception. If just one pops up in Sentry you might add a note to look at it later, but if it happens constantly you need to go fix something.
  - buzzwordninja 6y ago
    If one user submits a support ticket you can count on there being ten others that had the same problem but didn't bother.
valuearb 6y ago
I filled out a custom job application on a software companies site yesterday. When I finished I couldn’t figure out how to submit the form. I must have stared at it for minutes not wanting to abandon my work, until I scrolled down and the submit button popped into view. On my large screen monitor. While I’m sure your “send code” button was visible, apparently that’s not what they expected. Maybe they expected “Send MFA code”, or “Text me my code”. Maybe the terms you are using don’t match up well with their limited understanding of the domain problem. Sounds like a problem A/B testing or simple user interviews could help with.

deltron3030 6y ago

It's your fault because of poor naming, it should be "get code". They aren't the ones sending you something.

wool_gather 6y ago

It's not clear whether you intend to blame the user or the tool, but my inclination, absent any other information, would be to blame the tool. Maybe they clicked forward from a previous screen and were presented with an active text field and the "send code" button, but didn't recognize it as a button, or misunderstood its purpose, expecting the code to be delivered automatically, or thinking that it meant "send code from the user to the website" (i.e., after they have typed it in). Whatever the details, a bunch of users have an expectation that doesn't match the tool's reality. It's the job of the designer to recognize or discover that gap and find ways to remedy it.

lexicality 6y ago
A user submitting a support ticket is rather like your code throwing an exception. If just one pops up in Sentry you might add a note to look at it later, but if it happens constantly you need to go fix something.
- buzzwordninja 6y ago
  If one user submits a support ticket you can count on there being ten others that had the same problem but didn't bother.

valuearb 6y ago

I filled out a custom job application on a software companies site yesterday. When I finished I couldn’t figure out how to submit the form. I must have stared at it for minutes not wanting to abandon my work, until I scrolled down and the submit button popped into view. On my large screen monitor. While I’m sure your “send code” button was visible, apparently that’s not what they expected. Maybe they expected “Send MFA code”, or “Text me my code”. Maybe the terms you are using don’t match up well with their limited understanding of the domain problem. Sounds like a problem A/B testing or simple user interviews could help with.