Forgot Password Solution
DESIGN PORTFOLIO.
Olawale Onifade
Product Designer
Olawale.Design
betPawa
Overview and Project Scope
betPawa is an online betting company present in over 8 countries , within different languages and regions.
“Forgot Password” is one of the major journeys users make on a daily, but this process has a lot of setbacks. I lead
the redesign to factor in all these issues.
Role
Solo designer through end to end process: discovery, requirements, design, prototype, support through launch
Problem Statement
We have many customers who continue to forget their passwords and are stuck in a cycle of resetting their passwords
and forgetting them again. Some issues are:
- Customers can skip the ‘enter new password’ step after resetting their passwords
- Customers may assume that the OTP is their new password
- Customers do not have much help from the UI when it comes to choosing a memorable but secure password
- Customers keep having to reset their passwords and request OTP.
betPawa
Overview and Project Scope
betPawa is an online betting company present in over 8 countries , within different languages and regions.
“Forgot Password” is one of the major journeys users make on a daily, but this process has a lot of setbacks. I lead
the redesign to factor in all these issues.
Role
Solo designer through end to end process: discovery, requirements, design, prototype, support through launch
Problem Statement
We have many customers who continue to forget their passwords and are stuck in a cycle of resetting their passwords
and forgetting them again. Some issues are:
- Customers can skip the ‘enter new password’ step after resetting their passwords
- Customers may assume that the OTP is their new password
- Customers do not have much help from the UI when it comes to choosing a memorable but secure password
- Customers keep having to reset their passwords and request OTP.
Customers often time skip the last stage
and go ahead to use the product without
setting their new password, which leads
to them having to reset the password
when next they try to log in and the cycle
restarts.
Project Objectives
This project is to redesign the user journey to ensure that customers will be better able to remember their passwords
and avoid any confusion with the OTP.
- Help customers remember their passwords better
- Help customers distinguish between the OTP and their new password
- Introduce protection against spamming the request OTP buttonelopers before procedding to the wireframe and
visual design.
Why is the “Forgot Password” Journey misleading?
An extensive study of our current flow showed several anomalies that affected the user experience.
with the existing flow and feedbacks from customers, we summarised the key problems.
1. Customers are able to skip the “Set New Password” step since they are already in a logged-in state.
2. When the phone number is not registered, we do not prompt the customer to create a new account - on Login Page,
and on the request OTP page.
3. When a customer requests an OTP and doesn't use it but puts in the wrong password on the login page again, the
error message does not adequately remind them of the OTP they need to use.
4. When a customer requests an OTP and doesn't use it but puts in only alphabets on the login page, we do not
prompt them to request a new OTP like we do when they enter alphanumeric input, since the two scenarios use
different error messages.
Our Goal
Success means the rate of repeated ‘forgot password’ journeys post-release should have a significant decrease. This
means customers are able to successfully reset their passwords and log in with the new password.
Exploration and Iteration
I explored the different flows a user can go through during the journey, from the login page,, incorrect details,SMS
flow, OTP delay etc. I outlined all the different components used inn each flow, button, text copy, error messages. As
a part of my process, I had random users go through the journey themselves to take note of specific areas of
confusion.
In Figma, I started experimenting with several permutations of my ideas. I'd show my team the designs I was most
confident in, gather comments, and thereafter return for another iteration. I was majorly testing different header
texts, CTA copies and ideas on limiting the OTP request.
Throughout the project, requirements changed and new constraints were uncovered. The idea to limit the rate at
which users request for OTP became more dominant. There was a lot more limitation in terms of development
changes.
I explored different styles and patterns for the design. On each styles, some key aspects was picked on which in turn
lead to the final design.
Final Solution
I outlined all the flows and scenarios to be expected in the journey and accounted for every single thing.
Solutions
1. Each page from the login page has a helper text below the header to assist the users through the journey.
2. On the “Enter your One-Time PIN” page, users can’t edit the phone number. The “change” link takes them back to
the previous page.
3. Once the user has requested for OTP, the CTA on the next page has a timer to prevent spamming the button.
4. The user is logged out through out the journey.
5. The phone number filled is locked on the “Create New Password” page.
I also accounted for when users leave the OTP page back to the request OTP page. In this. scenario, the button is
disabled with a timer to also prevent spamming.
The help text is also different from the normal request OTP page.
I also addressed the issue of users using the
sent OTP as their login Password. For this
scenario, they are then directed to the
“Create New Password” Page for them to
complete the reset flow.
Status
The project was a career defining one, I’m pleased with the outcomes. The journey was also a major learning point for
me.
At this moment, we’ve rolled out the first version of the update. We're continuing to get feedback from users and
iterate on the designs to improve the user experience. We have notice a large **decrease** in password reset queries
from early customer service feedback.
Thank you.