EWM Global: addressing real user problems
Communications relating to login issues reduced by 26% after my suggestion was implemented.
From 2021-2023, I worked as an associate at EWM Global, a wealth management fintech company, assisting users with their accounts. Many users would call or email our team with login issues, as login required users to have a login ID and password.
One major issue I identified after 12 months was that many users would often forget their Login ID, as it was not an email address. So, login would fail, even if they remembered their password. I presented my findings to my manager and suggested a 'Forgot Login ID' link on the login page. It was approved.
Process
Where would the link go? Screenshot existing login screen, add suggestions of link placement
Write and edit the automated email copy that would be sent to users once link is pressed
Add suggestions and detail to Jira ticket, ask IT to add the link on test website
Publish automated content to test system so it gets sent to test user email address when link is pressed
Used the test website to test the functionality via guerrilla testing methods
Once the testing proved the process worked, it was published to the real user system.
End result
The ‘Forgot Login ID’ is displayed clearly underneath the forgot password link.
