Project Overview

This case study looks at a password process that frustrated users and increased support work. After too many failed attempts, accounts were locked and could only be reopened by a service coordinator. Even password resets needed backend help, causing delays.

This led to:

• Frustrated users who couldn’t log in quickly

• Many password-related support requests

• Extra workload for service coordinators

Goal: Improve the password experience using best practices to prevent lockouts and reduce reset requests.Problems

Solutions

Making the Password Process Clear and Frustration-Free

To reduce errors and lockouts, I introduced helpful, user-friendly UX patterns:

• Real-time password guidance — A password checklist appears on focus to remind users of validation rules.

• Show/hide toggle — Allows users to see what they’re typing, reducing typos and guesswork.

• Smart CTA activation — The submit button only activates once both email and password meet validation requirements.

• Actionable error messaging — Inline errors are short, clear, and guide users on exactly how to fix the issue.

Result: These UX updates empowered users to recover or set passwords independently, reducing support requests and improving overall satisfaction.

Here’s how the new login experience took shape—from initial sketches to polished prototypes.