Profile Updates

CONTEXT

The Chief Security Office is responsible for ensuring users get signed in to their accounts securely. A large amount of users do not remember their password to their account because they only sign in once a month to pay their bill.

PROBLEM

When users forget their password they need to enter certain information into the forgot password flow in order to create a new password and gain access to their account. Upon account creation, some of this information was not required when the user signed up. This results in users who are locked out of their account if they forget their password.

RESEARCH

To get the big picture view on the current pain points users experience during the profile update experience, we collected data from the call center. We focused on how many calls the call centers are getting about this experience and were able to speak with customer care agents directly.

FINAL DESIGN

We made major enhancements to the update profile form and also made sure it was responsive to mobile web.

• Updated content and error messaging

• Displayed errors immediately so user knows what to correct

• Disable submit button and enable when user clears all errors

• Removed remind me later so user is more inclined to fill out form

REFLECTION

One enhancement that took a lot of research and testing was removing the "Remind me later" link. Best practice dictates you always give the user an opt out if possible or a choice to exit the flow. However, for this specific use case, this information is critical to collect because the user could be locked out of their account. If locked out, the user will then spend time calling customer care to figure out how they can successfully reset their password.