Difficulty with OTP entry

Users affected

Outcome/Expected Functionality

FRUSTRATION: Notification for OTP SMS disappears quickly, before users are able to realize it SUGGEST: 1) Extending the validity time of OTP number (e.g. valid for 5 min instead of just 30 seconds) 2) Provide instructions or shortcut guiding user on recognising the OTP SMS, and how to access messages function 3) Ask for permission to auto-fill OTP based on incoming SMS 4) Do away with OTP requirement and rely on PIN or just DoB

Type of issue (10 usability heuristics)

Visibility of system status

Ease of fix

Challenging

Severity

Major

USER EMOTION: Observation

FRUSTRATION: Workers struggle when switching between FWMOMCare and Messages app to obtain the OTP number

Feature(s) impacted

OTP