ATLAS
Password Email
A password expiration email was causing confusion for clients. I redesigned the email so that the steps were quick and easy to follow. The goal was to reduce the number of client service hours spent assisting clients with password-related questions and to create a more seamless and enjoyable client experience.
Original Email
Opportunities
User Feedback
ATLAS collects data from Retail Link using a client's username and password. When their Retail Link password is about to expire, ATLAS automatically sends them an email notification. This email instructs clients to reset their Retail Link password and then login to ATLAS and update this password information.
However, the original email's content and design led to client confusion. Clients would think they were updating their ATLAS password and never realized the email meant their Retail Link password.
Client Service Managers received numerous, weekly calls from concerned clients with data gaps who unknowingly reset the wrong password.
Client's feedback on the original email instructions.
Step 1
WHO sent this email?
Step 2
WHAT is this email about?
Step 3
WHERE do I reset my
ATLAS password?
Business Needs
When a client's Retail Link password is expired, ATLAS cannot log in and collect their data. So, in their ATLAS reporting, there is a data gap until they reset their Retail Link password.
Numerous clients would call concerned about data gaps, not realizing their Retail Link password had still not been reset and then updated in ATLAS' system. So, busy Client Service Managers would explain the email and what steps the client needed to take. Then, ATLAS spent time and resources filling the data gaps.
Process
Brainstorm
After reviewing the original email and the feedback from Client Service Managers, I redesigned the email to show a clear two step process.
Design
Wireframe
Design
Prototype
The prototype was created in Adobe Illustrator based on feedback from clients and Client Service Managers. They very much liked the clear, two step process and felt it would alleviate client confusion.
Redesigned Email
Evaluation
This email is a great example of how small UX changes can make a big difference for the company. From hearing of the problem to handing over a final prototype, the process took me about two hours. The more intuitive, redesigned email was received favorably by the Customer Service Managers and their Vice President. When implemented, it could help people save time and money.
Password Expiration Email
Before