UX Writing & Content Design
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Co-operators Online Services
First impressions count. That's why we completely revamped our sign-in pages, including account recovery flows. Pushed to production May 2023.
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Balancing design against technical limitations
We were challenged with making the new sign-in page look and feel like it utilized components from our new Oak Design System while instead integrating the Okta widget for Single Sign On (SSO) authentication. This came with a few technical limitations. And that meant we had to reimagine our recovery flows.
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Our solution? Design a help section within the widget to support the user through unhappy path sign-in experiences.
Reset your password
The Online Services forgot password flow allows registered clients to reset their password via a link sent to their sign-in email address. But after requesting a password reset, users were left wondering what came next. Because the form couldn't validate the email address, some users waited for a link that never came. This usually meant a barrage of calls and emails to our Client Services Support team and a frustrating user experience.
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The solution: Tell the user what to expect before and after the reset email is sent. Help them find the reset link, troubleshoot why they might not have received it, and direct them to the recover your email flow. This keeps the user within Online Services and prevents technical support calls that may increase user frustration.
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Step 1
To find the sign-in email address, first we need to pull up the user's account. A few policy details verify their identity.
