Problem Statement :

HDFC Bank uses Mobile / SMS based OTP login method to ensure safe and secure login & verification. However, It has been found out that OTP SMS doesn't always reach users on time due to network congestion due to which many users are dropping off from the login page.

You have been tasked to define a better experience for the user to overcome the above problem statement.

Current login flow in detail

(Assumption as per Problem Statement defined)

1. User Enters Phone Number on the App / Browser
2. User Submits the phone number
3. User is moved to the next page automatically where the user is asked to enter the OTP. Parallerly User receives the OTP over SMS
4. Once the OTP is received, user enters the OTP else user asks to resend the OTP.

Lowlights of the Current Flow :

• User might not receive the OTP during network congestion
• Mandatory mobile device required by the user as there is no alternate solution available to login

Solution Expectations / Goals :

From Users Point-Of-View

• Users should have multiple login options
• Alternate methods must be safe & secure
• Alternate methods should not depend on any kind of device and network