Making password reset and account recovery feel clearer, safer, and easier to complete on mobile.
I redesigned the account recovery experience around the moments where customers need the most clarity: confirming identity, understanding why information is required, choosing the right recovery path, and getting back into the account without calling support.
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Customers came into the flow frustrated, locked out, or unsure which account information they needed. The experience had to collect the right identity details while keeping the path simple, secure, and understandable on a small screen.
Mapped the password reset journey from entry through verification and completion.
Evaluated form clarity, visual hierarchy, error recovery, accessibility, and mobile usability.
Reviewed the points where customers were most likely to need help or abandon self-service.
Validated whether users could understand the page purpose, complete fields, and choose the right next step.
Refined labels, helper text, and error messaging to explain requirements without adding clutter.
Checked focus order, contrast, target sizing, readable labels, and clear feedback states.
Identity fields felt more trustworthy when the page explained the purpose in plain language.
The forgot-user-ID path needed to feel connected to the recovery task, not like a separate dead end.
Small labels, tight spacing, and weak hierarchy made the flow feel more difficult than it was.
Generic errors increased frustration because users could not tell whether the issue was the user ID, last name, or account match.
Users needed reassurance without over-explaining policy or making the flow feel intimidating.
Short, timely guidance helped users continue without forcing them to read a large block up front.
Used a direct heading and supporting line so users knew exactly what the page was asking for.
Made labels, fields, helper links, and CTAs easier to scan on mobile.
Made fallback paths like forgot user ID and pay without signing in easier to find.
Disabled and active states were designed to make field requirements more understandable.
Error states focused on the fix rather than the failure.
The mobile layout prioritized one clear task at a time with strong spacing and readable hierarchy.
The first screen focused the user on two required fields and kept the recovery helper link close to the point of need.
Users were not always sure what information was needed.
Improved heading, labels, spacing, and field hierarchy.
Reduced uncertainty at the start of the reset flow.
Users could choose a verification method with clearer expectations about what would happen next.
Recovery choices felt disconnected and unclear.
Presented options as scannable choices with plain-language descriptions.
Helped users continue without calling support.
The final steps emphasized clear feedback, calm security language, and direct next actions.
Users needed reassurance during sensitive verification steps.
Clarified states, messages, and actions after verification.
Built confidence while keeping the account secure.
The strongest product signal was better self-service confidence. The experience became easier to scan, clearer about required information, and stronger at routing users to the right recovery option.
Account recovery is a small moment with a high emotional load. The design opportunity was to keep the process secure while making each step feel understandable, recoverable, and respectful of the customer’s time.
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