Associate Self-Service · 2017

Designing self-service password reset

I worked with Engineering to help associates recover access without a support call, using store research and usability testing to guide the experience.

Project Details

My Contribution: I conducted in-store interviews and usability sessions, developed a clickable prototype, and partnered closely with Engineering on the self-service flow.
Evidence: About 200,000 associates in scope · Ten interviews · Ten usability sessions

The Challenge

Password recovery for associates depended on support calls, creating friction for employees and service teams.

What I Led

I conducted ten in-store interviews and ten usability sessions, then used a clickable prototype and close Engineering partnership to shape the self-service flow.

What Changed

The work established a simpler route back into associate tools and a self-service alternative to calling for help.

Attribution

Project details and approximate figures are based on my firsthand recollection; original internal records are unavailable. Intended benefits and estimates are identified separately from delivered outcomes.