Account Verification Process
Designing a verification process for the Carepoynt web application.
Intro
Carepoynt is a medical rewards application that is currently web-based. Previously, the application did not have a defined user account verification process. This changed when an incident occurred where the business immediately needed a flow to verify user accounts.
Stakeholders
CEO l Product Manager l Copy Writer l Web Developer
Challenges
Design a flow where users are required to validate their accounts.
Goal
Have users verify their accounts with ease.
Roles
UX I UI I IxD Designer
Platform
Web
Deliverables
User Flow l Hi-Fi Mockup
Tool
Sketch I Whiteboard
The Process
When leadership wanted a verification process, I immediately started to design mock-ups and charted a user flow of what the verification process would look like. Since everyone was putting out fires, the product manager and I researched other companies to get inspiration and see what we should input into our design.
Research
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Too complicated.
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Too many options for verification.
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Easy and understandable.
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The platform encourages users to have multiple accounts.
Chase
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Matter of fact.
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Too many components to make the experience easy to navigate. However, it deters users from opening false accounts.
Oscar
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Very personal in its content.
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Had a whimsical feeling during the process.
User Flow and Mock-Up
After working with the product manager in our search for inspiration, I had an idea of what the user flow should be like. I then started to do a hi-fi mockup of the verification process--the reason why I did a hi-fi mockup is that the stakeholders do not respond well low-fi mock-ups.
(Side note: I want the reader to know that in the Carepoynt culture and company branding, the founder has branded points to be spelled with a “y,” therefore you will see me spelling “poynts” like this.)
Wireframe and Mock-Up Desktop Verison
Developer Requirements
When I was done with my first draft of my Hi-Fi mock-up. I wanted to talk to the developer prior to showing the Stakeholders the design.
Me: “Hey Danny, can you take a look at my design? I want to know what is possible to build in my design”
Danny: “We can build anything, but… since we are putting out fires last night we did build some stuff to bridge your design in the back end.”
Me: “Ok, what did you guys build?”
Danny: “We are going to do verify users with their phone numbers. To send a verification code via text.”
Step 1
First-time users and users who have not verified their accounts will see an icon notifying them that their account has not been verified.
Danny and I discussed further and he showed me the basics of how the front end was going to work.
From there I incorporated Danny’s input into the design layout.
User Flow and Mock-Up II
Per Danny’s conversation, the new requirements were implemented to my design.
1. Text validation.
2. Users who want to redeem poynts to gift cards, but have not validated their accounts, need to be notified to go through the verification process.
3. All changes of user profiles should be in the My Profile account.
Wireframe and Mock-Up Desktop Verison II
Step 1 - Non-Verified User Wants to Redeem Gift Card
For first-time users, the teal box gently reminds them that they need to verify their account before redeeming poynts to gift cards.
Questions to Product Manager
After I mocked up version 2, I had another conversation with Danny (the developer) and the product manager. I asked about people who didn’t have cell phones or used landline numbers as their mobile number. The product manager responded that we currently don’t have the infrastructure to validate by phone and will focus on that issue at a later time.
The Design Is In Production!
If you would like to see the user validation experience and joyn Carepoynt please click here to sign up!
Carepoynt’s motto: "We Make Healthcare More Rewarding for All."
Design Thinking and Reflection
Working on the validation process was very enjoyable. Initially, the situation itself caused everyone on the Carepoynt team to run around with their hair on fire. However, after the initial panic wore off it became apparent that this situation pushed all of us to work together and deliver results faster. Honestly, if I wasn’t the type of person who loved to collaborate with different departments I would have been very frustrated and the delivery of design to go into production would have been delayed.
This project was special compared to others because I worked closely with the developers and pushed myself to execute a business goal at a rapid pace. Additionally, I am very happy that I had the conversation with Danny about what the developing team built in the back end so I could design accordingly. I think with this type of teamwork and collaboration magical moments can happen for both business and employees alike.