1. Empathize
Understanding how people access digital government services
The government digital ecosystem was fragmented: different platforms required separate registrations, different passwords, and inconsistent account recovery processes.
We analyzed the main access scenarios and the needs of people with different levels of digital literacy, as well as the requirements of the government institutions that needed to integrate Llave MX.
•Key needs identified
•Reduce repetitive registrations
•Simplify the sign-in process
•Make account recovery easier
•Clearly explain validations and permissions
•Maintain a consistent experience across platforms
•Clearly differentiate the local city platform, Llave CDMX, from the national platform, Llave MX
“I thought Llave CDMX and Llave MX were the same thing. I tried several times to complete federal procedures using my city account until I realized I had to create a new account on the new platform, Llave MX.”
Frequent Llave CDMX user, 38 years old
Frequent Llave CDMX user, 38 years old
“Creating a Llave MX account was confusing for me because I’m not used to completing processes online, so I had to ask my grandson to help me finish it.”
Older adult with no previous experience using Llave MX, 67 years old
Older adult with no previous experience using Llave MX, 67 years old
2. Define
Turning an authentication problem into an experience system
Turning an authentication problem into an experience system
The challenge was not simply to design a login screen, but to establish a cross-platform digital identity mechanism that could work across multiple government procedures and services.
Design question
How might we create a single, understandable, and secure access experience that can be consistently integrated across different government platforms?
How might we create a single, understandable, and secure access experience that can be consistently integrated across different government platforms?
•Main challenges
•Diversity of users and devices
•Complex account recovery scenarios
•Coexistence with existing systems
•Multiple teams implementing the solution
•Need for scalability and consistency
Objective
Design a unified authentication system that allows people to access different services with the same account and that can be reused by multiple government institutions.
Design a unified authentication system that allows people to access different services with the same account and that can be reused by multiple government institutions.
3. Ideate
Designing patterns that work beyond the happy path
Designing patterns that work beyond the happy path
We defined the experience architecture and the main user journeys:
•Account creation
•Account creation
•Sign-in
•Password recovery
•Username recovery
•Phone number or email update
•Contact information verification
•Consent
•Return to the original service
•The solution was conceived as a set of reusable patterns rather than a collection of isolated screens.
Design principles
•One primary action per screen
•One primary action per screen
•Explain before requesting information
•Prevent errors and make recovery easier
•Use clear, straightforward language
•Design for both desktop and mobile
•Maintain consistency across services
•Suggested visual: high-level user flow map.
4. Prototype
Turning user flows into a scalable interface system
We built prototypes and reusable components to standardize the experience across different platforms.
The system included:
Form fields and validation states
Verification codes
Error messages
Alerts
Loading and success states
Account recovery patterns
Consent
Sign in with Llave MX
Responsive variants
We also worked on microcopy to translate technical authentication concepts into simple, clear, and actionable language.
Example
Instead of:
Invalid credentials.
We used:
The email, phone number, or password does not match. Check your information and try again.
Suggested visual: component overview plus three or four key desktop/mobile screens.
5. Test & Implement
Validating the experience in the product and across every new integration
Validation did not end in Figma. Designs were reviewed during implementation to ensure that each institution maintained the established patterns.
Integration process
A government institution requests a Llave MX integration.
Product and Design review the proposed flow.
Components, content, and interaction behavior are validated.
Development implements the integration.
Design and QA review the functional version.
Any inconsistencies are corrected before release.
Validation criteria
Visual consistency
Responsive behavior
Hierarchy of actions
Error messages
Accessibility
Correct use of components
Proper return to the original service
Suggested visual: swimlane diagram or screenshot with Design QA annotations.
Outcome
Llave MX helped consolidate a shared authentication experience across different digital services of the Mexican Federal Government.
From a UX/UI perspective, the project delivered:
Standardized registration and sign-in flows
Reusable interaction patterns
Consistent account recovery criteria
Scalable components
Integration guidelines
A Design QA process for new implementations
Key Learning
In a digital identity system, the product is not just the login experience. It also includes recovery processes, integration rules, and the governance needed to maintain a consistent experience at scale.