Hungary’s Ügyfélkapu+ Rollout: How We Would Have Done It

Understanding the Challenge: Reaching Every User

The main goal of Ügyfélkapu+ is straightforward: add an extra security layer through two-factor authentication. This concept feels natural to some users, especially those already familiar with smartphone-based verification methods. However, many older individuals or those less comfortable with new technology may find the transition overwhelming.

For any critical system—particularly one that grants access to vital government services—it’s crucial to embrace a rollout that balances innovation with ease of use. At our company, we believe in going beyond a one-size-fits-all solution by planning for multiple user journeys from day one.

Our Approach: An Agile, People-First Rollout

Agility is more than just a buzzword; it’s a mindset that allows for continuous learning, quick adaptations, and user-focused development. Below is how we would have done it differently—keeping Ügyfélkapu+ secure, but also accessible for everyone.

• Start with a Minimum Viable Product (MVP) Rather than starting with only app-based authentication, we recommend beginning with something simple, like email-based codes. Users receive a one-time password via email for login, which doesn’t require advanced skills or specialized devices. This MVP approach keeps things intuitive and lowers the initial barrier to entry.
• Maintain Parallel Systems We always advise running the existing login system alongside the new one, at least temporarily. This side-by-side setup lets users switch at their own pace. In our experience, offering both options also generates helpful feedback, which is invaluable for future improvements.
• Develop a Gradual Rollout Plan By slowly phasing in new features, we gather genuine user feedback. For instance, once the email-based codes are widely adopted, we would add an optional smartphone app, enriched by insights from early adopters. Such incremental steps help us minimize risks and elevate the user experience, one release at a time.
• Set Realistic Transition Timelines We believe in realistic deadlines that reflect real user adoption rates. A transitional phase, with multiple extensions if necessary, prevents disruptions. We might continue to support the older system until fewer than 10% of users rely on it—only then announcing a final cutoff date.
• Offer Comprehensive Support Change can be daunting, so educational resources—from quick video tutorials to phone hotlines—can make a world of difference. By being proactive in offering help, we build trust and foster a more positive attitude toward the new system.

Rolling out a new system is not about imposing change. It’s about guiding and supporting users every step of the way.

Why Inclusivity Matters in Digital Transformation

Whether you’re a government agency or a private company, any digital transformation project has a dual purpose: enhance security and improve user experience. An inclusive approach recognizes that technological prowess varies widely across populations. By respecting those differences, you ensure your solution doesn’t leave anyone behind.

Looking to the Future

Ügyfélkapu+ shows that well-intentioned initiatives can flourish when they accommodate all users from the start. In our work, we prioritize flexibility, user feedback, and robust support systems—because we believe successful digital transformation is fundamentally about people. When you focus on the human aspect, your technology naturally becomes more accessible, and adoption rates rise.

If your organization is planning a large-scale rollout or launching an innovative startup venture, our team would love to lend our expertise. After all, the best tech solutions don’t just work—they work for everyone.