JPay

UX/UI Designer

I worked for Aventiv on the JPay Mobile project where I simplified the steps for the “Forgot Password” process to help users quickly, and securely, access their account.

Problem

The JPay Mobile app allows user to send money to incarcerated individuals. Unfortunately, users reported they were receiving an error that said their email address was already in use.

Users were forgetting their passwords and then confusing "New Account" with "Forgot Password".

The was because the mobile design lacked indicators and large text to let users know they were in account creation.

Solution

In collaboration with the project manager I mapped the existing app with a user flow to find anything that might confuse or frustrate users.

Then, I redesigned "Forgot Password" to look different from "New Account" by adding a colored label with text at the top of those screens.

This resulted in a 42% decrease in forgot password support calls.