The previous process required users to call Virtuoso customer service to retrieve or reset their username or password. Since customer service calls are very expensive, we needed an automated process to allow users to reset or retrieve their usernames and passwords to cut down on the number of call center contacts. Despite the hefty expense of call center contacts, there was significant internal resistance to an automated username/password reset, because there was a deeply-held belief that their users would just call the call center anyway.

I created a process to allow users to reset or retrieve their password automatically. This sample shows the redesigned login process that I proposed. I put the process flow together in Visio and created a clickable prototype in Axure. I mocked up both the existing process (directing users to call the call center) and my proposed process (allowing users to retrieve the information automatically.) We were able to put both options in front of users for usability testing, and also guide some of the internal team members through both options.

Combined with the analytics and metrics compiled by the business and usability teams, my redesigned process helped secure team buy-in on the new automated process.

Software: Visio, Axure