Registration Updates
Faced with a complex and user-unfriendly process of username retrieval and password resets, we initiated a redesign of the myOUC registration system. The objective was clear: simplify the process to encourage users to regain access to existing accounts instead of creating new ones, significantly cutting down on costs.
Problem Definition
Due to the complexity of myOUC's existing username retrieval and password reset process, customers often create new accounts instead of recovering their access. This behavior incurs significant costs due to the third-party management of logins. The challenge is to redesign the registration flow to encourage users to recover their existing accounts rather than create new ones.
Problem Definition
Due to the complexity of myOUC's existing username retrieval and password reset process, customers often create new accounts instead of recovering their access. This behavior incurs significant costs due to the third-party management of logins. The challenge is to redesign the registration flow to encourage users to recover their existing accounts rather than create new ones.
Problem Definition
Due to the complexity of myOUC's existing username retrieval and password reset process, customers often create new accounts instead of recovering their access. This behavior incurs significant costs due to the third-party management of logins. The challenge is to redesign the registration flow to encourage users to recover their existing accounts rather than create new ones.
Process
Research and User Feedback
Initiating the project, we gathered baseline data and customer pain points through testing with five customers, complemented by insights from survey data. This foundational understanding of user frustrations and obstacles informed our strategy, ensuring our design decisions were deeply rooted in actual user experiences.
Design and Prototyping
Our design phase employed a straightforward yet effective service design methodology, utilizing basic boxes and arrows to map out the current user journey. This visual mapping facilitated a clear understanding of the pain points and inefficiencies within the existing process. Based on this analysis and direct customer feedback, we updated our service maps to align with both new technological capabilities and users' needs, ensuring a design that was both innovative and user-centered.
Validation and Testing
Rather than employing traditional A/B or usability testing, our validation phase hinged on the analysis of analytics and server logs. This approach allowed us to measure the impact of the redesigned flow in real-time, assessing user behavior changes and system efficiency without direct user intervention.
Process
Research and User Feedback
Initiating the project, we gathered baseline data and customer pain points through testing with five customers, complemented by insights from survey data. This foundational understanding of user frustrations and obstacles informed our strategy, ensuring our design decisions were deeply rooted in actual user experiences.
Design and Prototyping
Our design phase employed a straightforward yet effective service design methodology, utilizing basic boxes and arrows to map out the current user journey. This visual mapping facilitated a clear understanding of the pain points and inefficiencies within the existing process. Based on this analysis and direct customer feedback, we updated our service maps to align with both new technological capabilities and users' needs, ensuring a design that was both innovative and user-centered.
Validation and Testing
Rather than employing traditional A/B or usability testing, our validation phase hinged on the analysis of analytics and server logs. This approach allowed us to measure the impact of the redesigned flow in real-time, assessing user behavior changes and system efficiency without direct user intervention.
Process
Research and User Feedback
Initiating the project, we gathered baseline data and customer pain points through testing with five customers, complemented by insights from survey data. This foundational understanding of user frustrations and obstacles informed our strategy, ensuring our design decisions were deeply rooted in actual user experiences.
Design and Prototyping
Our design phase employed a straightforward yet effective service design methodology, utilizing basic boxes and arrows to map out the current user journey. This visual mapping facilitated a clear understanding of the pain points and inefficiencies within the existing process. Based on this analysis and direct customer feedback, we updated our service maps to align with both new technological capabilities and users' needs, ensuring a design that was both innovative and user-centered.
Validation and Testing
Rather than employing traditional A/B or usability testing, our validation phase hinged on the analysis of analytics and server logs. This approach allowed us to measure the impact of the redesigned flow in real-time, assessing user behavior changes and system efficiency without direct user intervention.
Iterations
In the iteration phase of the OUC Registration Project, we continuously refined the registration process based on analytics and server log data, rather than direct user testing. This data-driven approach enabled us to effectively measure and enhance user experience by identifying and resolving inefficiencies in real-time, ultimately simplifying the recovery of existing accounts.
Iterations
In the iteration phase of the OUC Registration Project, we continuously refined the registration process based on analytics and server log data, rather than direct user testing. This data-driven approach enabled us to effectively measure and enhance user experience by identifying and resolving inefficiencies in real-time, ultimately simplifying the recovery of existing accounts.
Iterations
In the iteration phase of the OUC Registration Project, we continuously refined the registration process based on analytics and server log data, rather than direct user testing. This data-driven approach enabled us to effectively measure and enhance user experience by identifying and resolving inefficiencies in real-time, ultimately simplifying the recovery of existing accounts.
Final Design
The rollout of the new process was executed seamlessly, without explicit communication to users. This strategy was chosen due to the primarily backend nature of the changes, which resulted in minimal visible alterations to the user interface but significantly improved the user experience by addressing the core issue.
Final Design
The rollout of the new process was executed seamlessly, without explicit communication to users. This strategy was chosen due to the primarily backend nature of the changes, which resulted in minimal visible alterations to the user interface but significantly improved the user experience by addressing the core issue.
Final Design
The rollout of the new process was executed seamlessly, without explicit communication to users. This strategy was chosen due to the primarily backend nature of the changes, which resulted in minimal visible alterations to the user interface but significantly improved the user experience by addressing the core issue.
Impact
The redesign had a profound impact, leading to a $100,000 quarterly reduction in costs associated with paying an external vendor to managing user accounts. This financial saving underscores the success of the project, but perhaps more importantly, it indicates a smoother, more intuitive user experience. By addressing and eliminating a significant pain point, we not only achieved substantial cost savings but also enhanced user satisfaction and loyalty.
Impact
The redesign had a profound impact, leading to a $100,000 quarterly reduction in costs associated with paying an external vendor to managing user accounts. This financial saving underscores the success of the project, but perhaps more importantly, it indicates a smoother, more intuitive user experience. By addressing and eliminating a significant pain point, we not only achieved substantial cost savings but also enhanced user satisfaction and loyalty.
Impact
The redesign had a profound impact, leading to a $100,000 quarterly reduction in costs associated with paying an external vendor to managing user accounts. This financial saving underscores the success of the project, but perhaps more importantly, it indicates a smoother, more intuitive user experience. By addressing and eliminating a significant pain point, we not only achieved substantial cost savings but also enhanced user satisfaction and loyalty.