Multi-Factor Authentication (MFA) is essential for modern security, but a cumbersome experience can hinder adoption. This was the challenge for JumpCloud Protect, our mobile MFA app. Customers appreciated the Mobile Push convenience but often viewed the app as a "Push-only" solution, leading to underutilization of our robust Time-Based One-Time Password (TOTP) feature and compromising their organizations' security.

We identified a clear issue: Low adoption due to complex dual enrollment and fractured user perception (evidenced by our monthly login data: 1 million Push logins vs. 3 million TOTP, with many using third-party apps). This misalignment weakened our overall zero-trust access posture.

Our mission was straightforward: Unify, simplify, and drive adoption to enhance organizational security.

The Core Problem: Divided Identity, Divided Security

User feedback and data highlighted two major pain points creating friction and confusion:

1. Perception Gap: Customers predominantly viewed JumpCloud Protect as a Push-only solution, often opting for separate, third-party apps for their critical TOTP needs.
2. Double Trouble Enrollment: Both Admins and Users had to enable and enroll for Push and TOTP separately, often requiring two different QR code scans. This complex, multi-step process was a major adoption hurdle.

Our users were telling us: "We need a seamless, intuitive experience for both Push and TOTP, right from day one."

Our Unified Design Solution: Security in a Single Step

The key to increasing adoption and improving security posture was a unified, one-step experience.

Seamless Onboarding: Enroll Once, Get Both.

• For Admins: The new workflow bundles Push and TOTP as a single, unified "JumpCloud Protect" option. Enabling the feature now secures users with both methods instantly, removing the confusing separate toggles.
• For Users: Enrollment is now a single-step process. Instead of scanning two different QR codes, users complete one simple enrollment, and JumpCloud Protect is instantly configured for both Push notifications and TOTP codes.

The Impact: A Stronger, Simpler Security Posture

The unified JumpCloud Protect isn't just a feature update. it's a UX-driven solution to a significant business and security problem. By making the right choice (unified MFA) the easiest choice, we remove the friction that drives low adoption.

• Increased Adoption: A single, seamless enrollment is predicted to significantly increase the adoption rate and, by extension, improve customer retention.
• Enhanced Security: Unified, mandated (but manageable) MFA for new customers, combined with a clear path for existing users, drastically improves the organization's security posture with consistent 2FA enforcement.
• Simplified Experience: Users and Admins move from a complex, dual-action workflow to a single, intuitive action, saving time and reducing frustration.
• We've turned a perceived 'Push-only' app with a complex setup into a unified, powerful security platform.

JumpCloud Protect is now synonymous with simple, robust Multi-Factor Authentication.