Overview
Our customers often forget their login credentials. This usually results in calls to service operations, costing the company unnecessary expense. Our one-time passcode experience was designed to enhance user experience, while decreasing calls to our call center.
Problem Statement
How might we decrease the number of calls due to forgotten password?
Methods and Approach
Customer journey mapping, sketching & wireframing, prototyping, usability testing, and visual design.
My Role
Overall UX direction and some interaction design.
Result
Decreased service operations call by 8%.
Interactive Prototype