Centralize “forgot password” experience
While I’m unable to discuss my current main projects at Capital One, pre-approval experience and building a landing page for Finicity in the Small Business Card, which are in the development phase and scheduled for launch this summer, I’m eager to highlight my contributions to other projects I’ve been involved in. These endeavors showcase my expertise and dedication to delivering impactful results within the realm of design and innovation.
In this segment, my focus we’ll be directed towards collaborating with my other team members on account recovery experience while I was in the Commercial Bank.
UX/UI Design
Overview
Project: Centralize “forgot password” experience for three Commercial applications
Project type: UX/UI Design
Timeline: 10 months
My role: UX and UI Design, Prototyping, User Testing, Synthesis, Tech handout and Design Quality Assurance
Tools Used: Figma, usertesing.com, Lucidspark
Challenge
Three Commercial Application (can’t say the names) have been created in silos, ei. different experiences, teams, toolset, needs. As a result, they offer different flows that are not cohesive with each other, and which causes users’ confusion and frustration.
When users forget their password, they encounter different steps, variations of MFA methods and different features based on the application and team that built the experience, disrupting continuity and consistency when navigating across.
Solution
A centralized experience for these three applications would solve from having three different experiences users need to learn every time they need to reset their password.
DESIGN PROCESS
Due to privacy constraints, I’m unable to share all visuals content in this section.
DISCOVER
When I joined the team, my initial priority was to ascertain the existing body of research and extract actionable insights relevant to our objectives. I began by reaching out to my product partners and other designs that has been in this space for a while. After collecting all the materials and having insights, I embarked on conducting supplementary research to address any identified gaps comprehensively. My approach to initiating this project involved a few steps in this design process:
CML (Commercial) Audit
I started the audit by looking at these three applications to understand the current experience and evaluate similarities and differences.Best practices for recovering an account
I read UX best practices for seamless password recovery/username, self unlock and temporary password looking for design opportunities.Competitive analysis
The purpose of competitive analysis was to understand competitor’s strength and weakness and identify potential design opportunities.After collecting all these research, I presented my findings and what my design approach would be to my product and tech partners.
Due to privacy constraints, I can only share some visuals.
DEFINE
After presenting my insights from the research and alighting on my design decisions, I started to work on user flows. I wanted to have my product and tech partners involved at the early stage, therefore I had weekly check ins to make sure the user flows for forgot password and the username, self unlock and temporary password are feasible.
IDEATE
Alighting with my product and tech partners on the users flow was a key to move forward with this project and create low-fidelity wireframes. During our regular check ins, we discussed my design approach and how I envision my solutions to recover users accounts. At this point, I've tried to offer a bunch of different solutions, focusing more on how things work than how they look. That's why I went with low-fidelity wireframes – it let me focus on getting the basic structure right without worrying about visuals. I had to keep in mind how to solve for unhappy path as well.
Due to privacy, I’m not able to share my research plan and some other visuals.
DESIGN
The next step was to progress from low-fidelity design prototypes to refined, high-fidelity wireframes, ultimately leading to the presentation of my work to our partners. I shared my designs with fellow designers to gather diverse viewpoints and a wide range of perspectives. After getting feedback, I refined designs and I started to work on the research plan for the upcoming usability testing phase. We wanted to test if users are able to quickly find “forgot password” CTA and if they would understand how multifactor authentication (MFA) works and what they expect to happen once they go through this experience. I worked closely with our research team to create a script for the testing and what questions and task we want users to go through. Also, I created a prototype and once we were ready we launched the pilot test. I wanted to start with the pilot test (one test) just to check how the test goes, if all the questions and tasks made sense and so on. Once we saw that everything was good, we launched the rest nine tests.
Due to privacy, I’m not able to share my final prototype.
IMPLEMENT
After completing the unmoderated user testing, I synthesized the findings from the research and updated designs based on users’ feedback. Following that, I engaged in a formal design review to gather extra input and confirm coherence prior to passing the project to the tech team so they could start the development phase. I was supporting them along the way, answering any questions they had. After they were done, I received a link with the “final” product and I started Design Quality Assurance. This step is the fundamental step of reviewing the design of a feature as it’s built in order to capture design, interaction, and user experience errors evaluated by our quality and design standards. This process helps teams systematically address fixes, missing use case and reduce design debt. I created a Design QA Tracker in an Excel sheet to capture anything that would stand out from what was built. There were some missing use cases and small visual inconsistencies, so I reached out to my tech partners and I presented my findings. The tech team implemented the necessary updates to the user experience, ensuring readiness for deployment.
Unfortunately, I’m unable to share more screens at this time due to ongoing production status. Moreover, sharing a link to the prototype is restricted.
REFLECTIONS & LOOKING AHEAD
Starting my first project at Capital One was both enjoyable and enlightening! It was a real eye-opener to see how the company's design process and system work. This experience really set the stage for me, showing me how to work closely with both tech and product teams in a B2B setting here at Capital One. While I was diving into making the “forgot password” experience centralized, I also got a chance to make small enhancements in other commercial bank products. It was a real learning curve, not just for my design skills, but also for how well we could all work together across different teams!
After spending a year in the Commercial Bank, I decided to switch teams and join the Small Business Card team. I wanted to learn new skills and expand my design skills. It's been an exciting change, diving into new challenges and observing how I adapt to a new work atmosphere.