User Experience Research Report: Comparative Analysis

Transcription

1 User Experience Research Report: Comparative Analysis Prepared for: Tom Haynes Written by: Apoorva Bansal Shruti Shetty Saaket Unadkat Krishna Vadrevu Main Contact: Krishna Vadrevu Word count: 3284

2 Table of Contents Executive Summary.. 3 Introduction Methods Findings, Evidence, & Recommendations.. 6 Discussion Conclusion References Appendices Appendix A. Comparative analysis profiles & chart.. 13

3 Executive Summary In order to identify the key and common components of a two-factor authentication solution, we conducted a comparative analysis between Duo Security and 8 competing products: SecureAuth, Entrust, Phone Factor, Authentify, Symantec, Google dual-authentication, RSA, and CloudSeal. We identified these competing products through a question in a previous survey of current Duo Security administrators asking for their input on which products they had used in the past and through market research to help identify other leading two-factor authentication companies. Product features from these competing products were analyzed and profiles of each company were created. We then analyzed these profiles to identify strengths in Duo Security s current offering as well as features offered by these other products that we Duo Security should explore to add value to their solution. Our key findings, listed below, are derived from these observations: 1. Case studies of enterprises using the solution are emphasized with several of the competitors. Duo Security can expand on their version of case studies, success stories, to include examples of enterprises using Duo Security in order to attract enterprise level customers 2. Workflow provisioning to allow for added control over who is enrolling into the system would be a significant addition to the administrative tools provided 3. Video guides in addition to written documentation would be a valuable addition for those that prefer a different mode of learning 4. In addition to the free trial currently offered, an interactive demo would help quickly highlight Duo Security s benefits and provide another channel of engagement 5. Duo Security should explore introducing a tablet application, as other products have already done so 6. Duo Security s website aesthetics, in subjective comparison with competitors, is a clear notch above the others with a more appealing and inviting vibe

4 Introduction Duo Security is an information security start-up that primarily focuses on providing two-factor authentication services to individuals and business. The service is aimed at simplifying the use of two-factor authentication for administrators by reducing the complex nature of setup and for users by providing them the ability to use their smart phone for authentication. Administrators are provided with an easy and direct way to sign up for a free 30-day trial to test the product, this process is critical to getting future customers to buy-in for a longer term contract. After signing up for a 30-day trial, administrators must create a new integration to specify details for the two-factor authentication to work. This process can be tedious and confusing; it is also usually the point in the service that is a major pain point for administrators. Making setup as easy as possible for administrators is a primary selling point for the available service; this makes it an imperative for Duo Security to provide an easy and flawless process for administrators to complete. As part of our investigation, we identified competitors that offered similar services as Duo Security. Part of our reasoning to do a comparative analysis was to identify what attracted customers to services alternative to Duo Security and what these competitor s services provided that could be of use for Duo Security to implement into their own solution. Additionally, we found it important to contrast the effectiveness of each service that competitors offered through online reviews or any documentation provided. The following services were evaluated and are explained in the methods section: Phone Factor, Authentify, SecureAuth, Entrust, Symantec, CloudSeal, RSA, and Google - all of these services except Google, a partial competitor, were identified as direct competitors. These competitors were evaluated based on metrics that were identified as pertinent for an information technology security service. Based off feedback from user interviews and surveys, the following metrics were deemed the most important and thus used to evaluate each competitor using a competitor feature matrix; Methods of Two-Factor Authentication, Usage, Cost, Supported Platforms, Administrative Features, Documentation Provided, Intended Users, Visual Aesthetics, and Support Services. Methods In order to understand the expectations of the user and to see where Duo stands in the market in comparison with other competitors, we performed a comparative analysis with eight other products that we thought could be competitors of Duo. There were three factors that we took into consideration while selecting the competitors: 1. Newman s taxonomy of the various types of competitors

5 2. Feedback from users who participated in our survey 3. Important aspects of Duo based on our research Previously, we categorized the competitors into three categories: Direct, Indirect and Partial, but after much deliberation decided to keep them divided as direct and partial only. We used Newman s taxonomy of the different types of comparisons to segregate the various products into these categories. Direct competitors: Products that offer the same functions in the same way. From the way we look at it, these are products that offer all of the functionalities that Duo has to offer in addition to certain other services. We narrowed down seven other products in the market that may come close to being direct competitors of Duo Security: Phone Factor: It is a mobile based service, similar to Duo Security that supports everything from VPNs to cloud services. It is free for up to 25 users and allows up to 500 authentications a month. Authentify: While Authentify may not cover as many functionalities as does Duo, it offers two factor authentication in the form of a phone call Secureauth: Two factor authentication is one of the many functionalities provided by this product. As opposed to Duo, the authentication methodology works within the system instead of being installed as a plugin to a system. Entrust: Unlike Duo, this product offers users many more functionalities in addition to two factor authentication, which they offer in the form of hardware tokens, smart cards, mobile software tokens and USB tokens. Symantec: Symantec offers a cloud based two factor authentication service and is used for most online transactions. Cloudseal: Cloudseal offers multi-factor authentication in the form of hardware tokens, google authenticator and cloud pass, a java powered application. RSA: Like Duo, they too provide two-factor authentication using software and hardware tokens. Partial competitors: These are competitors that offer only some of the functionalities that Duo offers. That would mean security systems that don t focus on dual-authentication, or only provide it for certain systems. Google two step authentication: While this product offers two factor authentication, it is constrained to only Google accounts. The methodology that we followed helped us analyze Duo Security and make a note of their shortcomings and benefits. A comparative analysis is basically performed to understand the positioning of a product with respect to other such products that are available in the market. Having performed the analysis, we were able to populate some key findings that highlight what features of Duo work in their favour as well as what other features should be included to improve the quality of the product and to generate better user feedback. During our survey, when asked what made them switch to Duo from other products, most users stated the ease of

6 setting up Duo on their respective systems and the cost as major factors. We did notice that these factors did indeed make Duo stand out as a better option for two-factor authentication since most competitors either charged a hefty price for the service or followed very complex procedures of setup. Our appendix provides an exhaustive list of the features of these competitors in terms of the methods of two factor authentication, usage, cost, platforms that they support, administrative features, documentation provided, intended users, visual aesthetics, support services and any additional feature that they may provide. Findings and Recommendations Finding #1 Competitors prominently emphasize the use of their products at the enterprise level, while Duo Security s presentation appeals to a wider population. This is both a positive and also a place for growth. Evidence & Recommendation: The majority of the competitors we analyzed clearly delineate their target market sectors, with the most common being: healthcare, banking & finance, and enterprise. Duo Security is no different, and adds public sector in their list of industries supported by their solution. However, one of the added benefits of Duo Security s site is that they intend to make their solution inviting to even small businesses and one-man operations, and not just the primary market sectors, an emphasis that we feel is a clear positive of Duo Security. This emphasis does not appear with any of the other competitors. In particular, SecureAuth, RSA, and Symantec have a decidedly enterprise-centric presentation. Nevertheless, Duo Security offers one of the strongest two factor authentication systems on the market, which is something that would clearly be highly desirable to enterprises. This is evidenced by Duo Security s client list, which includes large corporations such as Bechtel. So, while we feel that it is important for Duo Security to maintain its approachable appeal and presentation, we also recommend that additional information be presented that is targeted towards attracting enterprises, which also represent a more significant source of revenue. One possible method of doing this is to expand on the existing success stories that Duo lists under their solutions tab. The current success stories highlight the UofM Departmental Computing Organization(public sector), corporate security(enterprise), and the Royal Victorian Eye & Ear Hospital (healthcare). Adding more enterprise case studies (as well as some banking & finance examples to match with the current industries they ve identified as important) could help provide more documentation for someone that is exploring and curious to see if Duo Security would fit well for their enterprise. This addition would not detract from the general approachability of Duo Security, and can help bring in additional clients.

7 Finding #2 We found that some of the competitors (RSA, SecureAuth) gave the system administrators additional control over how they manage their users and groups. This was implemented through workflow provisioning profiles that allowed the admin/admins to assign user groups to different admins, based on select criteria. This adds convenience for the system admins to distribute the load of managing the users amongst themselves. Evidence & Recommendation: Duo Security already has the feature of organizing users into groups. This is a very nifty and useful administrative feature if used correctly. But a nice addition to it would be this sort of workflow provisioning, because currently, it doesn't appear that there is any way to manage the type/level of user who is enrolling into the system. Workflow provisioning helps tackle this problem in the following way - The admin can set rules such as if someone is registering from a particular profile, domain or IP pool, they will be directed to a specific admin for approval, who has more direct knowledge of these people and would be able to make a more informed call about whether these people should be accepted and if their information is correct. Thus, by adding this type of a feature, Duo Security s administrative solution will be more robust and will also allow admins fine grained control over their integration. Finding #3 We found that some of the competitors offered videos and forums to walk users through the process of setting up the serve on their respective systems. While products such as SecureAuth and Authentify provide video guidelines along with screenshots to help users, Cloudseal maintains an online forum where users doubts may be addressed by experts in the field. Duo on the other hand lacks any guidance in terms of a video tutorial or forum. While the documentation provided by Duo Security is pretty detailed and exhaustive, it would help to offer more guidance. Evidence & Recommendation: Our comparative analysis of Duo with the eight competitors stated above clearly state how Duo Security lacks the inclusion of video tutorials. This, supplemented with feedback from users who participated in the survey as well as our own experience in setting up the various products on our computers, lead us to believe that including videos and online forums would definitely be very helpful. While Duo has some nicely documented guides that pretty much focus on all aspects of the product, we must take into account, that not all users are very technically advanced. Video tutorials are an excellent way of providing guidance to such users. Having analyzed other products like SecureAuth, which does a great job at providing this form of guidance, we believe that Duo Security can better enhance the administrator s experience if this feature is added.

8 Members of a population vary on how they like to process information and learn new methods. By providing another channel of learning the features of the product and how to use it can help make Duo Security accessible and approachable to even more people. Finding #4 Multiple competitors provided individual demos for each of their products in addition to free trials. Evidence & Recommendation: A demo differs from a free trial as it provides a existing structure for the user to test a particular aspect of the product;; for example, Authentify provides users with a preset fictional corporation s online web portal which allows users to test the mobile application. RSA & PhoneFactor also provide demos that help users visualize how the product works without having to go through a registration process. Duo Security s easily accessible free trial, which can sometimes be set up and ready to test in as little as half an hour, already sets it apart from the majority of its competitors, most of whom require an interested user to first provide details and then wait for contact from a company representative to continue along the evaluation the process. In addition to the free trial, Duo Security should look into providing demos that allow users to quickly experience Duo s solution. More specifically, the benefit of providing these demos would allow administrators to eschew the overhead of getting the service set up in the first place. While going through registration and integration into the system can take 30 minutes or longer, a demo allows the user to try the product in 5 minutes. Duo Security s current user experience is top-notch with fantastic aesthetics - we believe that providing a demo would be a great way to allow a potential user to appreciate and understand this quickly, thus increasing the likelihood that they go through and try the more detailed trial. Finding #5 ipad and tablet apps for authentication are offered by several other competitors - Duo Security does not. Evidence & Recommendation: In the survey that we conducted prior to this analysis, we asked users for suggestions on how to improve the product, and several mentioned that Duo Security should explore a tablet application in addition to the mobile applications currently provided. In doing our comparative analysis, we noticed that several of Duo s competitors, specifically PhoneFactor(extended edition), Authentify, Symantec, Entrust, Google, and RSA all have tablet support. Increasingly, tablets are becoming on par with smart phones in terms of being trusted devices for users, and so introducing a tablet application for both ipad and Android would be a value addition to Duo Security s mobile offerings. From Duo Security s website and documentation, it appears that there is no tablet application offering, or if there is, this is not mentioned anywhere:

9 Figure 1. Duo Mobile's documentation reveals no tablet applications So, based on our survey results and our comparative analysis, we recommend Duo Security develops a tablet application through which users can utilize the Duo Push functionality. While a tablet application would not be able to provide SMS and voice-calling alternatives, users that want to use a tablet would be aware of this limitation but may prefer using a tablet regardless. Finding #6 Duo Security s website was better organized with a comparatively better set of visual aesthetics than all other services encountered. Evidence & Recommendation: While the measure of aesthetics is completely subjective, feedback from our survey convinced us to include aesthetics as a measure with which to compare these different products. Several survey respondents, when asked why they switched to Duo Security, took the time to mention in the other option that they found Duo Security s cool factor appealing. Our analysis corroborates these sentiments. The amount of time it took to understand and navigate Duo s website was much shorter than all of the identified competitors. Additionally, important information was organized in an easy to find and accessible way. This was not the case on most other competitors sites, where a significant amount of effort and searching was required to develop a basic profile of what was being offered. We believe that this gives Duo an added advantage over these other competitors, and we found it important to emphasize this positive. We believe that the addition of some of the prior recommendations, such as video tutorials and demos, can only help enhance this strength and make the site ven more appealing and inviting.

10 Discussion One of the main things we noticed when we were researching possible competitors was that only two of them had the same service profile. The others provided two factor authentication as a secondary service to add on to their existing security mechanism or as one of their authentication methods amongst many others. While these products still remain direct competitors to Duo Security (since they provide strong two factor authentication), it is important to note that they also offer other features. In our study, we suggested recommendations to Duo Security based on features that two or more other competitors have which could potentially benefit Duo. However, considering the nature of their business, it was not possible to obtain free trials for some of the competitors in time to evaluate them effectively. Therefore, we may have missed out on some other possible avenues of comparison. Duo does an excellent job at eliminating that step and allowing users to try things out themselves before/instead of involving them in a phone or discussion to explore possible options for them. Another thing we noticed was that most competitors targeted enterprise setups as potential target audience. While Duo does support those setups, they have tried to widen their user base by giving equal priority/visibility to simpler systems and integrations. We sought to incorporate this vision into our recommendations. Lastly, we discussed considering the method of integration of the selected products into the system as one factor of comparison. However, given the trouble we had in securing functioning trials with products, with which we could test integration, we determined not to go with this. Further, different systems will have different technical requirements for integration and different security measures required. While this was not within the expertise of our team to analyze, the integration into popular systems may be a next step that Duo Security might want to investigate in comparison with other products, to see if integration can be made easier and more streamlined. Conclusion An effective comparative analysis helps identify possible business competition and understand better where the client stands amongst other similar companies. Duo Security does a very good job with the signup process, initial setup and visual aesthetics. However, when compared to their competitors, we did find a few areas where their service could be improved upon. Our recommendations were to explore the possibility of a tablet based app, supplement the guides with video tutorials, better workflow provisioning and the ability to test integration demos before signing up for the trial account. Duo does a good job at highlighting the features that distinguish themselves from their competitors, but could do a better job at making the common features more conspicuous. These recommendations can thus be adapted to Duo Security's

11 existing model or act as avenues of focus for further improvements/research. Implementing these recommendations can help make the already excellent product that Duo Security offers even better.

12 References SecureAuth - Entrust PhoneFactor Authentify Symantec Google dual-authentication RSA Cloudseal -

13 Appendix The following spreadsheets show the profiles that we generated for each competitors based on our selected criteria of analyses. The first spreadsheet(2 pages) consists of profiles, the second spreadsheet shows which competitors have tablet applications(1 page), and the last shows if they have a demo(1 page).

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