Many of Northwestern Mutual's (NM) clients are extremely wealthy; thus these accounts are lucrative targets for fraudsters. To protect its client accounts from fraudulent activity, NM has continually upgraded its verification protocols, most recently investing in an initiative called "ID Proofing."

While ID Proofing is more secure, it also is potentially more complex for clients to navigate. Thus, the Design team was asked to find a way to seamlessly integrate ID Proofing into account recovery so we can allow them to self-service their MFA, a new innovation in the industry.