Switching to a balanced password policy
Over-complicated password rules were causing customers to frequently find themselves locked out from their user account, with no easy way to self-restore access. I introduced a set of reasonable password rules and crafted a new interface and interaction design for account access.
The challenge
User session recordings revealed many instances of failed login attempts and confusion about where to go next. This was causing a steady stream of support tickets that were costly to complete and unnecessary when compared to modern digital systems.
I conducted an analysis of systems where a user password was required and found a range of different technical architectures, each with their own version of password requirements. This meant that it was inefficient and difficult for customers to remember their credentials when attempting to access different systems and platforms.
Approach
Working with the team digital director, I introduced the concept of a unified account to allow customers to sign in to the same account across all digital touchpoints. To ensure a good balance between security and usability, I defined an updated common password policy and worked on fine tuning the visual feedback displayed during the account creation and reset password processes..
It was important to remove the need for a complex password, as this approach was for the purposes of usability and speed of access. However, it was equally important to encourage users to be responsible for their own account security, by guiding them towards setting a stronger password. To support users when creating a new password, I introduced a visual indicator for indicating password strength with logic based on length and character combinations.
Outcome
Subsequent customer interviews and screen recordings revealed how the new unified account and password policy made it significantly easier for customers to self-solve and access their account.
The guidelines were implemented for all user accounts, causing a reduction in support tickets.
This resulted in a significant reduction in the number of support tickets raised during the authentication process, saving time and effort on the customer’s part, and cost to internal teams.