Forgot PIN and Collector Number Redesign

UX Design
Problem statement
Collectors who forget their PIN and collector number don’t have the capability to retrieve it in the app. The link in the app takes them to a website is not optimized for mobile. Collectors encounter friction in several places in the process. The only way to move forward to reset the PIN and retrieve their collector number is to call the Customer Care.
Business Goals
  • Increase the self-serve PIN set up and collector number retrieval completion rate.
  • Reduce calls to the call centre.
User Goals
  • The ability to reset PIN and retrieve collector numbers quickly, easily and through a secure process.
  • Eliminate friction and enable users to reset their PIN and retrieve their collector number in the mobile app, anytime, and without leaving the channel.
Research
User research
  • Spent time looking at the current process
  • Interviewed collectors and ask them how they felt about the current process.
Competitive research
  • Researched other apps (Aeroplan & Apple) to understand best practices and design patterns for their User ID retrieval and password reset
Usability Testing
Give users a scenario to test the new design. Observe the behaviour, reveal areas of confusion and uncover opportunities to improve the overall user experience.
  • Software UsedFigma, Illustrator, Photoshop