Password Reset Experience
The real challenge in customer support isn’t just answering calls—it’s addressing the cyclical burden of password resets, which account for an average of 13% of inquiries and surge as high as 20%. This demand consumes valuable capacity and signals friction in a process that should be simple and self-directed.
Reducing this unnecessary call volume requires more than staffing phone lines—it demands a streamlined, intuitive password reset experience that empowers customers to self-serve with ease. By simplifying the reset process, we can deflect cyclical demand, lower operational costs, and improve both efficiency and customer satisfaction.
Driving the future of customer care with secure, intuitive, and self-directed password resets.
PROJECT TYPE
DATE
The Problem
Password reset issues represent a significant share of call center demand, averaging 13% of inquiries and fluctuating between 7% and 20% of total call volume. This cyclical burden highlights the need to simplify the password reset process in order to reduce call dependency and improve efficiency.
The Strategy
Our strategy is to simplify the password reset experience by removing unnecessary steps, improving self-service accessibility, and streamlining authentication. This reduces reliance on phone support and shifts volume toward digital channels.
The Result
Caller reset inquiries reduced by 40%, easing pressure on the call center.
MAU increased by 13%, reflecting stronger adoption of self-service resets.
DAU trending upward, showing consistent daily engagement with the simplified flow.
Abandonment rate decreased, indicating fewer drop-offs in the reset process.
Application performance stabilized, ensuring reliability during peak demand.
NPS scores improved, highlighting higher customer satisfaction and trust.
My Contribution
Discovery
Led business process improvement (BPI) efforts to assess readiness across business units before deployment.
Identified internal capabilities, risks, and gaps critical to piloting the new user flow.
Applied Lean principles to uncover complexity and waste in the reset process.
Design
Guided planning and early usability testing design to validate improvements and gather end-user feedback.
Ensured countermeasures focused on simplification, error-proofing (jidoka), and reducing process variability (mura, mura).
Facilitated collaboration among product owners, SMEs, and shared services to co-develop pilot plans.
Delivery
Coordinated planning and testing milestones through bi-weekly check-ins and ADPworks collaboration.
Drove alignment on pilot readiness, ensuring only proven capabilities advanced to deployment.
Maintained project momentum despite scheduling challenges, keeping the team focused on risk mitigation and scalable adoption.
