Cybersecurity is only as strong as its weakest link, and too often that weak link is user adoption. Multi-Factor Authentication (MFA) is one of the most effective tools for safeguarding systems, but if users find it frustrating or overly complicated, adoption rates plummet—and so does security. That’s where human-centered design (HCD) comes in.
By focusing on user needs, behaviors, and preferences, we can design MFA solutions that are not just secure but also intuitive and accessible.
At Netlok, we know how human-centered design transforms user experience for the better in multi-factor authentication. It boosts adoption and reduces user frustration — which in turn reduces workarounds and improves overall cybersecurity.
We wrote this short guide to explore why this approach works, and why it’s essential for modern organizations looking to keep their data — and their users — safe & secure.
The User Challenge with Traditional MFA
Traditional MFA systems are technically secure, but they prioritize security over usability. This actually leads to less visible cracks in security, caused by:
- Frustration: confusing authentication processes make users resistant to adoption
- Abandonment: This then leads to users bailing on MFA entirely, either never setting it up or abandoning it after too many bad experiences
- Workarounds: Users must now find a way to access their data without MFA, which leads to shortcuts that create cracks in your security system
Even when users don’t abandon your MFA system entirely, non-human-centered design will lead to more IT support requests from confused and frustrated users. That adds up to lost time and resources.
These challenges highlight why a purely security-focused approach isn’t enough. To truly succeed, MFA must fit seamlessly into the user’s daily workflow.
Why Human-Centered Design is the Solution
Human-centered design focuses on the actual people who will use your MFA solution on a day-in, day-out basis. It’s designed to meet their needs and preferences, and actually fit their real behaviors.
How does this look in terms of MFA? It means streamlining processes by reducing complexity, and offering multiple authentication methods based on user preference. It means designing your system to be inclusive and accommodate all users. And it means clearly communicating the purpose and benefits of MFA to users, rather than simply communicating the rules and expecting users to follow them blindly.
By addressing these areas, human-centered MFA becomes a tool users willingly adopt rather than a chore they avoid.
Best Practices for Human-Centered MFA Design
So now we understand what human-centered MFA design is — but how do you make it a reality?
Here are 7 best practices that offer a great place to start.
- Understand Your Users
Effective design starts with empathy. Conduct surveys, interviews, or usability tests to learn how your users interact with MFA systems. What frustrates them? What do they find intuitive? Are there accessibility barriers?
This research helps you design solutions that reflect real-world needs rather than assumptions. At Netlok, we’ve found that even small insights—like knowing users prefer push notifications over SMS codes—can make a big difference.
- Simplify the Authentication Process
No one wants to feel like they have to navigate a metaphorical labyrinth or answer a series of riddles just to access their own data. Whenever you can, simplify your MFA process.
Some great ways to do this are by using adaptive authentication, single sign-on (SSO), and clear guidance that clearly communicates what users need to do.
When MFA feels seamless, users are far more likely to embrace it.
- Offer Multiple Authentication Methods
Flexibility is key. Not all users have the same preferences or resources, so providing options makes MFA more inclusive. Consider offering:
- Biometric Authentication: For quick and secure access.
- Push Notifications: Convenient for users who frequently have their phone nearby.
- Hardware Tokens: Ideal for highly sensitive environments.
- Backup Codes: For situations where primary methods aren’t available.
Letting users choose their preferred method increases satisfaction and reduces friction.
- Prioritize Accessibility
Accessibility isn’t optional—it’s essential. Ensure your MFA solution complies with standards like the Web Content Accessibility Guidelines (WCAG). The following isn’t an exhaustive list, but includes some of the important considerations for accessibility in multi-factor authentication:
- Screen Reader Compatibility: Ensure the interface works for visually impaired users.
- High-Contrast Text: Aid users with low vision.
- Keyboard Navigation: Accommodate users who can’t use a mouse or touchscreen.
Remember, inclusive design isn’t just ethical — it’s smart. It helps make sure that everyone in your organization can engage with critical security measures, which in turn makes everyone’s data safer.
- Communicate the Benefits
Users are more likely to adopt MFA when they understand its value. Educate your team about how MFA protects their data and reduces the risk of breaches.
Consider framing MFA as a safeguard, not an obstacle. For example, explain how it helps prevent identity theft or secures sensitive customer information. When users see the bigger picture, they’re more likely to embrace the solution.
- Design for Scalability
Your MFA solution should grow with your organization. Choose technologies that can accommodate additional users, new devices, and evolving security threats. Scalability ensures your investment remains effective over time.
- Iterate Based on Feedback
Even the best-designed systems can improve. Gather user feedback regularly and monitor metrics like authentication success rates and support requests. Use this data to refine your MFA approach and make it even more human-centered over time.
Why Netlok Champions Human-Centered Design
Here at Netlok, we believe cybersecurity should work for people, not against them. Human-centered design transforms MFA from a frustrating hassle that employees complain about at the water cooler to a seamless part of your cybersecurity strategy. At its best, human-centered MFA should be so smooth that users hardly think about it.
And at Netlok, we help make that dream a reality for organizations in a wide range of industries.
If you’re ready to rethink MFA for your organization and make it more human — and more secure — then we’re here to help. Let’s create a solution that meets your unique needs, fosters adoption, and keeps your systems secure.
Contact us today to learn more.
