Due to a new security policy that requires users to change their password every three months the workload on the customer service employees had risen significantly. The goal for this project was therefore to reduce the number of calls concerning passwords.
In the previous design the view for a failed log in was very cluttered and the error messages were not helpful. The same was true for the view were the customers were requested to change their expired password. It was also hard to understand the password requirements (length, # of characters etc).
In the redesign I focused on removing as much of the clutter as possible and to make the instructions more helpful and also to make them context sensitive.
Five months after launching the redesigned log in and password recovery pages, the number of calls to customer service concerning passwords had been reduced by 50%.