EWM Global: addressing real user problems
Login-related support requests fell by 26% after my proposed solution was implemented.
From 2021 2023, I worked as an associate at EWM Global, a wealth management fintech company, supporting users with their accounts. A significant number of users contacted our team because they were having difficulty logging in, as access required both a login ID and password.
After around 12 months, I identified a recurring issue: users often forgot their login ID because, unlike many services, it wasn't their email address. This meant they could be unable to log in even when they remembered their password. I presented my findings to my manager and proposed adding a 'Forgot Login ID' link to the login page.
The suggestion was approved.
Process
Reviewed the existing login screen and explored potential positions for the new link.
Wrote and refined the automated email that users would receive after selecting the link.
Documented the proposed solution in Jira and worked with IT to implement it on the test site.
Added the automated email content to the test system.
Tested the functionality using the test site and guerrilla usability testing.
Once testing confirmed that the process worked as intended, the solution was released to users.
End result
The 'Forgot Login ID' link was added beneath the existing 'Forgot Password' link, giving users a simple way to recover their login ID without contacting the support team.
Following implementation, login related support requests fell by 26%.
