web designer | UI & UX DESIGN | user stories | flowcharts | front-end

Account Access & Recovery

Improving user satisfaction and security through a faster, more intuitive account access and recovery flow.

The Problem

Our platform's account access and recovery processes were outdated and inefficient. Users, particularly those with specialized account types, faced significant challenges logging in, leading to a high volume of support requests that overwhelmed our customer service team. The existing system lacked modern security features and was not equipped to handle complex user needs like multiple accounts or secure alternative login methods.

The solution

We designed and launched a completely revamped account access and recovery flow. The new system provides a more secure and intuitive experience by offering alternative login methods—including a one-time passcode login—and addressing specific user pain points such as SSO account recovery and the ability to add alternate verification methods. This initiative was directly aimed at reducing customer service requests, improving security, and empowering our users with a seamless and faster way to access their accounts.

My Role: UI Designer, Front-End

I led the front-end design and user experience, taking ownership of the project from concept to launch. My process began with defining user stories and mapping the user flow in Miro to identify and solve key pain points. I then leveraged a modern tech stack (Astro, Tailwind CSS, and Alpine.js) to rapidly build and iterate on high-fidelity designs directly in code, allowing for real-time collaboration with the engineering team.

PLANNING, Project management, PROTOTYPING, & CODING

A core part of my contribution was advocating for and implementing a one-time passcode login, a feature I knew would be appreciated by our busy users. I also championed the use of Account IDs as a recovery option for SSO accounts, which was a new solution that streamlined the process and reduced user frustration. I managed the project's workflow in Jira and collaborated closely with the engineering team, stakeholders, and the head project manager to ensure technical feasibility and a successful launch. My efforts directly contributed to a more secure system and a measurable reduction in customer service requests.

I defined the user stories and managed the project workflow by assigning tickets in Jira for each task. I also provided the necessary front-end code and branch names to facilitate a smooth handoff to the engineering team.

I designed and coded the necessary emails:

We debated between a one-time link vs on-time passcode