ACTIVE NET | ACCOUNT RECOVERY
Upon receiving a request to build an interface to consolidate duplicate accounts, I decided to first research why a high number of duplicate accounts were being created by users. I discovered that users were creating duplicates because:
- Users tended to use the system infrequently (1-2 times/year) and thus forgot their login credentials
- There was no warning before locking a user's account after 10 failed login attempts
- There was no clear call to action on how to recover an account, especially after business hours
- Password retrieval consisted of a multi-step process, often consisting of a long wait to receive a temporary password
Instead of designing the originally requested interface, our team decided to redesign the login and account recovery process. We consulted with security experts to assure that the design was both easy to use and secure.
The redesign simplifies the account retrieval process and provides users with timely feedback of the system status.
PROCESS
Flow diagrams helped to assure that every possible contingency was accounted for.
HEURISTIC ANALYSIS OF CURRENT DESIGN BROUGHT USABILITY ISSUES TO LIGHT