Credential Recovery Flow
Raising the success rate of a critical access recovery method by 35%
I honed solution-oriented content to help users regain their digital banking access significantly faster.
Problem
When users forgot their user ID or password in Online Banking or the Mobile app, the completion rate for the current flow was less than half. Plus, clients who forgot their user ID were required to call the care center.
Our team helped redesign the credential recovery process so more clients could self-service.
Results
Our redesigned flow:
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Increased completion rates by 35%
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Reduced average completion time by 75%
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Decreased care center call volume to recover user IDs
Process
To craft informed recommendations and develop the flow, our team:
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Met regularly with product teams, a business system analyst, and development teams to present wireframes and refine designs
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Partnered with development to understand technical constraints and security requirements
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Received regular feedback in accessibility checkpoints
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Workshopped as a design team to solidify unified solutions
Considerations & Constraints
New Complex Architecture
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Redesigned versions of the architecture contained many different scenarios
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Accounted for different security checkpoints in an effort to allow the user to continue to self-service
New Errors
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Current errors were verbose and didn't match current content standards
Self-Service Functionality
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New flow allows user to recover their user ID through self-service methods
Content Contributions
Providing Clear Instructions
To create a secure, more autonomous credential recovery flow, the user journey was not a one-size-fits-all approach.
The architecture was thoughtfully designed to include security checkpoints. Understanding it was the key to crafting content that helped users navigate. No matter where in the journey.
I led an initiative to illustrate the scenarios and failure points. Mapping these flows helped inform the level of empathy and explanation in the instructions.
Designed Clear Errors
I refined and honed over 30 errors to align with evolving security standards and account for authentication validations.
Plus, I aligned existing errors to the latest design system and content standards. I focused on streamlining the content to make it more solution-oriented and lowered reading levels to reduce cognitive load.
Before
After
I adapted the UI and wording for privacy purposes, while maintaining the core messaging strategy.