Overview
Problem
Sekret is an end-to-end encrypted communication application. When users sign up the first time, they need to set up a password to protect their key, which no one, including staff in Sekret, can decrypt and take away.
Some of the users might forget the key password when they sign in. They feel confused and stuck on the page of inputting key passwords. The others might find the solution by using the customer service email to contact Sekret. However, the number of registered users has increased continually. This way which depending on the manual, makes lots of inconvenience for users and the operation team.
Solution
We design the “Forget Password” button, which is on the page of inputting key passwords. After pressing, it will show a dialog that tells users the reason for protecting the safe. We can’t reset the key passwords. The users need to delete the accounts and sign up again. After users read and understand, clicking the “Yes” to enter the flow of the reset account.
This way has advantages. One is still protecting the account. Another is reducing the anxiety when users are stuck on the page. The other is that it saves human effort for customer service.
Deliverable
✔︎ Fixed the problem that the users are stuck on the inputting key password page when they forget the key password.
✔︎ It made users understand why Sekret has to delete the accounts when they forget key passwords and let users re-sign into a new account smoothly.
Role
Product Designer – Research, user experience design, user interface design, prototype design
Challenge
The leader team hopes that it doesn’t make too much change on our original architecture, using more light ways to solve the problem to cost down. Taking care of user experience without increasing load on the backend and achieving the goal of quick rescue is the challenge of this project.
Process
Goal
It provides a solution to reset the account and keep data safe when users forget Sekret key password.
Research
The current architecture doesn’t allow users to enter the application without inputting the key password. If users forget the key password in the flow of sign in, they may feel confused in:
- It doesn’t have the button to the next step when users forget the key password. the user might feel anxiety without control and freedom.
- The users might worry about the data leakage because the accounts can’t take back and delete.
When the users meet the situation of forgetting the key password, use the customer service email on the official website (if users can know about this thing), and contact Sekret IT staff to clean data in their accounts and delete their accounts manual. In the end, the users can re-sign up again.
Design
The process of users increasing, rescue depending manual bring lots of inconvenience to users and operation team. Therefore, I thought that give the conduct of deleted behavior by users self can reduce the load for users’ trouble and IT staff.
However, delete is a destructive action which is irreversible behavior, and users might feel confused about deleting all account just because of forgetting key password. We need to tell users WHY we need to do that and the result before conducting this action.
The new flow leads users could find the button of solution way faster. After checking users understand the effects of conducting this action, users could press the “Yes” button to reset accounts and turn back to the signup page. In UX Writing, we expect users could understanding Sekret’s tough situation, which we make the users’ data safe for the first so we couldn’t take back the password.
