Passwordless Onboarding Experience
In response to the challenges associated with password management, I sought to reimagine the onboarding experience for operators and consumers. Faced with rising user frustration and security concerns, my goal was to create a seamless and secure passwordless sign-up and login flow for operators and consumers.
Faced with rising user frustration with forgotten passwords and security concerns, my goal was to create a seamless and secure passwordless sign-up and login flow for operators and consumers.
Company
Launchpad
Timeline
Timeline
Q1 to Q2 2023
Role
Strategy
UI/UX Design
Interaction Design
Challenge
User Challenge: Operators and consumers struggled with password fatigue, frequent resets, and the need to remember complex credentials.
Business Challenge: My company faced a rising number of password-related issues, including forgotten passwords and security concerns. Password management incurred high operational costs, and user frustration was on the rise.
User Challenge: Operators and consumers struggled with password fatigue, frequent resets, and the need to remember complex credentials.
Business Challenge: My company faced a rising number of password-related requests, including forgotten passwords and security concerns. Password management incurred high operational costs, and user frustration was on the rise.
Results
Design-Led Transformation: Leveraging design thinking principles, my CEO and I strategized the conceptualization of the passwordless onboarding system to include:
Device-centric Multi Channel Experience: I crafted user journeys customized to the devices operators and consumers use the most for account and password management, extending across both mobile and web platforms to meet their specific needs.
Enhanced Security: The introduction of PIN-based authentication significantly reduced password-related security incidents, reinforcing our commitment to user data protection.
Operational Efficiency: We forecast a 100% drop in password reset requests, operational costs reduced significantly, freeing up resources for strategic initiatives.
With the implementation of passwordless sign-in, our newly designed onboarding flow minimized the steps required for account creation and initial engagement. This not only simplified the user experience but also enhanced security, all with the ultimate goal of reducing user drop-off during the setup process.
35%
Improved onboarding process
40%
Time saved
-33%
Reduction in clicks
Research & Analysis: We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights
Information Architecture: Based on the research findings, we restructured the app's navigation and content, prioritizing features and information according to user needs.
Wireframing & Prototyping: We designed low-fidelity wireframes to visualize the new layout and navigation, iteratively refining them based on user feedback. Afterward, we built a high-fidelity, interactive prototype to test the design.
Usability Testing: We conducted usability tests with a diverse group of users to validate the design and identify areas for improvement. Based on the feedback, we made necessary adjustments to the design.
Visual Design & Style Guide: We developed a cohesive visual language, including color schemes, typography, and iconography, ensuring consistency throughout the app. We also created a style guide to maintain design consistency in future updates.
Process
Research & Analysis: We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights
Information Architecture: Based on the research findings, we restructured the app's navigation and content, prioritizing features and information according to user needs.
Wireframing & Prototyping: We designed low-fidelity wireframes to visualize the new layout and navigation, iteratively refining them based on user feedback. Afterward, we built a high-fidelity, interactive prototype to test the design.
Usability Testing: We conducted usability tests with a diverse group of users to validate the design and identify areas for improvement. Based on the feedback, we made necessary adjustments to the design.
Visual Design & Style Guide: We developed a cohesive visual language, including color schemes, typography, and iconography, ensuring consistency throughout the app. We also created a style guide to maintain design consistency in future updates.
Enhanced Security
The introduction of passwordless authentication significantly reduced customer service requests related to password resets, forgotten passwords, security incidents, reinforcing our commitment to user data protection.
Upfront Survey
Enables personalization of challenges
Helps users transition easier into new habit easier with leveling
“ With our new visual branding and language in place, the new Shopify brand clearly captures the essence of our current and target customer base, our employees, and our values. ”
Tobias Lütke
CEO, Co-founder | Shopify
Conclusion
The StreamLine mobile banking app redesign successfully addressed the usability issues, resulting in a more intuitive and user-friendly experience. The improved UX/UI design led to increased user adoption, engagement, and satisfaction, demonstrating the value of a well-designed template for UX designers.