The project
I led the UX and UI design on this project to redesign the Barclays internal password reset app, used by every colleague at Barclays. The app allows colleagues to self serve resetting or unlocking their company laptop accounts, their tokens for VPN, along with other passwords related to applications and server access.
Deliverables
CREATIVE DIRECTION
USER FLOWS
UX DESIGN
UI DESIGN
UI HANDOVER SPECS
Project aims
Improve the UX across the app.
Improve error handling and messaging
The biggest issue with the current Password reset is the error handling. Most are very tech orientated but all are no help to the colleague. It tells them there are errors or that their accounts are locked or need resetting but at no point do any of these errors tell them how or what their next steps should be.
Accessibility is another issue which causes a lot of colleagues difficulty in self serving them selves. Due to all these factors the load on our IT support team is heavy due to people deciding against self serving and just phoning or messaging IT support to get their accounts fixed.
Another issue is the UI, the existing app doesn’t following even the old brand style never mind the new one so bringing the app on brand is another update needed
The first thing I needed to do was understand each and every reset flow, the happy flows as well as error scenarios or what happens if an action is done incorrectly too many times. I worked with our team’s BA to understand requirements and started work creating user flows for each reset option.
The flows consisted of a few similar steps: choose what action you want to do (reset/unlock/generate), Verify yourself, do the action, Success screen. There were some variations depending on the reset option and also device specific which would include the ability to reset something for another colleague
Improving error handling
One of colleagues biggest issues was with the error messaging across the whole app. Colleagues would get notified of an error via a message using tech language and then wouldn’t give the colleague an idea of what to do next. One of the biggest tasks I entailed on this project was to make sure all error messages were written in simple terms and that they gave colleagues clear guidance on how to resolve the issues they were facing.
The new Phonebook app has been featured on the external facing Barclays.co.uk website