Llave MX is the single account used to access digital services provided by the Mexican Government. The project aimed to simplify and standardize authentication across multiple platforms, reducing repetitive registrations and creating a clearer, safer, and more consistent experience for users.
From a UX/UI perspective, the challenge was to design a scalable solution that could adapt to different government services, levels of digital literacy, and usage contexts, while also establishing reusable patterns, integration criteria, and guidelines for multiple teams and institutions.
1. EmpathizeUnderstanding 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
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.
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
1. A government institution requests a Llave MX integration.
2. Product and Design review the proposed flow.
3. Components, content, and interaction behavior are validated.
4. Development implements the integration.
5. 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
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.