Forgot password

Increasing Australia Posts conversion rate for password reset and inspiring the team to go beyond MVP.

32% - that was the conversion rate of our password reset flow. Without the ability to access your Australia Post account, you lose the ability to control your deliveries. And that has a negative impact on Australia Post.

Our aim was to increase the conversion rate to 75% with less than two months to deliver the project, we had to act quickly.

Timeline

August - October 2016

Role

Senior Product Designer

Team

Producer
Development Team

Every experience is an opportunity

A review of the existing flow lead to several low hanging fruit. A responsive design, faster delivery of the verification email and clearer password requirements. But with any experience I look for any opportunities to go above and beyond - I had identified ten or more improvements that could be made to the flow to improve the experience and its conversion.

Limited capacity from the development team mean that many of my improvements would be cut from MVP.

Always be planting seeds

As I worked with the team to deliver the designs, I looked for opportunities to save time and slip in one of the features we cut. I looked to understand what motivates my team, how can I best support them and how can I use that to help influence the outcome of this project for the better.

I built a prototype of the password validation concept that got cut to rally excitement over the interactions. I coded up animations in for the icons to save time in development. I indirectly showcased other work that I had done with other teams, and highlighted the praise they received from the rest of the department.

All of this planted seeds within the team that grew into a desire to deliver more than the minimum.

MVP

Lock animation
Easy to integrate
SMS verification
Go to inbox button
AP easter egg
Dynamic validator
Faster emails
Remembers email from login
Saved banner on login

Account doesn’t exist email

Outcome

An impressive number of the non-MVP features made it into production. Many of which directly link to the success of this feature.

Our password reset flow converts at 93%. Smashing our 75% target. The department praised the team for the success and they now promote going above and beyond in every feature they build.

The team also highlighted that the project was one of their favourite projects and I recieved a special shout out for my support of the team.

What we delivered

Lock animation
Easy to integrate
SMS verification
Go to inbox button
AP easter egg
Dynamic validator
Faster emails
Remembers email from login
Saved banner on login
Account doesn’t exist email


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