PASSWORD RESET APPLICATION SAVES 85,000 PHONE CALLS IN THE FIRST YEAR

HERE'S THE STORY

This was my first project as an actual user experience designer. My initial role was to assist the current designer, but after about two weeks, I was responsible for running conceptual design sessions, and working through the challenges presented by a product aimed at 200,000 associates in various locations with various needs. We focused on the needs of our store associates and conducted interviews to get a better sense of what their needs are throughout their workday. We also talked to the help desk associates to understand the context of the calls they were receiving to ensure that there were no security gaps being created in the new application. The direction was very clear to provide a singular component that would be reusable in multiple applications that would allow for a remote password reset. Upon designing the prototype, we put it up for peer review, and with a few slight design changes, we tested it in the store with associates who approved of it. The development team was working tightly with us and as we were testing, they were coding components. When the product was completed, it took one month to reduce the call volume to the help desk by 85,000 calls annually.