A Consistent Login & Registration Experience

Summary

Client: TMS
Users: College/University Students, Parents/Guardians, Education Payment Advisors
Role: Research, UX, UI
Deliverables: Competitive Research, Process Diagrams, Wireframes, UI Specifications

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Overview

TMS offers multiple B2C products and services, originally built on separate platforms. These products and services were consolidated on a single “Account Center” platform. Unfortunately, the login and registration experiences remained separate and were inconsistent. A user could adopt different products or services at different times and could encounter a different login form based on product or workflow. There was a high interaction cost for the user and a high cost of maintenance for TMS.

Goal

Allow users of multiple products to authenticate with a complete and verified online profile through a single login and registration experience.

Approach

Leverage our recently developed profile management application as a single point of entry for login and registration
Improve the user experience and make changes to allow the application to better fit product workflows
Identify opportunities to improve product workflows

Contribution

Audited existing product workflows to understand when and how registration/authentication occurs
Audited the current profile management application to determine how the application could best be integrated into product workflows and identify opportunities to improve usability
Analyzed and learned from great external examples of login and registration workflows
Created personas based on user status and use cases based on workflow
Created process diagrams
Sketched user interfaces
Wrote minimal instructive copy and helpful, dynamic messaging
Oversaw user interface implementation