Company Login Flow
Our client experience upon login was lacking to say the least. I was asked to map out the current experience, with the purpose of designing a vision for the furute of the front end experience. It had to be clear, easy to understand, and also useful in the future, when the SecurityMetrics would inevitably want to add more potential product offerings.
Currently as our clients log-in they are dropped into our portal, but may randomly be placed in any of the products that they have purchased from us. When I first used the site, I didn't know where I was at. The main navigation consisted of one collapsable drawer that contained all products, and it was up to the user to know where they were to go.
I met individually with every product manager, and verified the the image above represented the current client experience. We also verified that there was no dicernable logic as to which product the customer would be placed into once they logged in. This left them will a list of destinations to choose from once they were in our portal. (image below)
The old experience
Upon signing up with us, and making an account, the customer would receive a confirmation email with a link to login. After logging in they would be dropped into our portal, and be left to decide where to go next. The experience is very frustrating.
We discovered that within the portal there were two main customer experiences, that we hadn't been outlining: Partner and Account experiences.
Partners - Users who are being reported to. This could range from an executive running a network of Health clinics, to a Corporate bank looking to monitor the compliance status of all the merchants that do transactions in their network.
Accounts - Users who are usually a health practice (clinic, private practice, or underlying hospital) or merchants that make credit card transactions and typically would be required to use our services by their bank or credit card processing supplier.
We split the experience into these two groups, and decided that everything that pertained to the account user experience would have to be simpler, and easier to use. We would demphasize the need to come back to our site over and over, to allow them to become compliant as quickly as possible.
Partners on the other hand used our portal every day. They would consistently be monitoring the status of their network, looking for potential road-blocks to their merchants or practices completion tools that they were requiring them to use to be compliant.
The new experience
The End (For now)