Hope you are keeping well and staying safe.
My name is Piera and I’m the new product manager for the member team. I work with Alan @niftykiwi , Francesc @franpp , Alex, James, Richard, Daniel and Magnus. Our team vision is to create memorable experiences for our members since joining, making their lives simpler, happier and secure.
Our members safety is super important to us and we continue to try our best to ensure our members are safe. We’re working on adding "2-step verification" to protect our members from fraudulent access to member accounts and we initially plan to release this feature on the app.
What we are looking for with this new feature is that:
All new and existing members can choose to enhance the security of their accounts by turning on the "2-step verification".
That means each time you log in to your giffgaff account, we’ll send a verification code. So, even if someone steals your password, it won't be enough to break into your account. With this feature ON we’ll know when you’re really you.
Setting up is very easy. You can choose where to receive these verification codes. By text message or email. Or both.
What we have done so far:
We’ve listened to your ideas in the labs. We surveyed 500 members about this idea. Built a prototype and invited a group of members to join us in two rounds of user testing interviews. Their feedback helped us to refine the final version of the product.
The experience is as follows:
After we launch it, next time you log in, you will see an intro screen to explain what 2-step verification is, how it works, and ask you to turn it on. We will encourage you to do it, but it’s your choice.
If you choose to have the extra security, we will enable it and let you set 2 ways to verify your account: by text message (given you have a giffgaff number) or email. We will recommend that you enable both of them, so if you ever lose your phone, you can still access your account.
Text message: this will be automatically set up by default. We’ll text your giffgaff number.
Email: to add email as a verification method, we will have to verify that the email you registered with is correct and belongs to you. We will send you a confirmation email. If the email you registered with was incorrect, you will have the option to update your email.
In the future we plan to add other alternative ways to verify that it’s you.
While we finalise all the work needed and make it available to all of you, we’ll continue making improvements and working on our backlog of tasks, which can be found here
Thanks so much!
The Member team