Enterprise Software
REVAMPING THE SIGN UP & SIGN IN ECOSYSTEM
The experience wasn’t broken, but it just needed some love.
A complete revamp of the authentication experience as a key service touchpoint, resolving technical debt, streamlining access, and unifying a fragmented user journey.
The second you have any trouble, forget your credentials; it’s a frustrating and confusing experience to log in. You’re not sure if your email or password is correct, because you’re not on this site all the time.
The Three Pillars
of The Ecosystem.
These are the entrance points where all users would eventually be funneled to.
Signing in
Account Creation
Lookup Account
We started mapping out happy paths.
Our map quickly became a web and it became too complicated for us to understand. We needed a different way to capture user flows.
Rather than designing just screens, we were designing for user recognition.
We needed systems to confirm who users were. When: Emails failed. VIFP numbers conflicted. Accounts were duplicated.
User recognition created a new way to navigate information architecture.
We expanded our system and the logic behind it. Fallback flows. Recovery paths. Lookup tools. An experience that grants our users autonomy. We built a modular, scalable system. Our support teams got clarity. Engineers understood system constraints, and users received less stimuli to process.
Standardization Made Design Handoff So Much Easier
Standardized templates made handoff easier by giving developers a clear set of building blocks to work with. Instead of designing each flow from scratch, they could follow a prescribed sequence of screen codes to quickly assemble and implement the experience.
Overview
Problem
The Sign-In ecosystem was inconsistent and fragmented across different entry points and use cases.
Outcome
We created a unified set of screens and templates that improved consistency, clarity, and efficiency across the entire flow.
Metrics
Reduce Call Center Volume
Improving Security & Compliance
Reduce # of Duplicate Accounts
Role:
System Design, Information Architecture, and Prototyping
Timeline:
12 months
Team:
3 Designers