Mobile phone users forget the password after the process design

In our http://www.aliyun.com/zixun/aggregation/26107.html "> mobile phone website has a" forgot password "feature, the user can bind the phone number to" retrieve "your password This was supposed to be a good service, but it was affected yesterday by a bad service when it was found that good service was available.

In our previous process, the user's basic process is: first enter the user name, then enter the user name corresponding to the bound phone number, and then we send a verification code to the user bound phone number, the user access to this password Reset the new password. This process does not seem to be a problem at first glance, but there are some issues with the details. For example, the following two points:

1, the user must first enter the user name, click Next, enter the phone number, the next step, received a verification code, enter the verification code received to obtain the reset password.

2, get the reset password, the user must remember this password, and then log in, you can then modify the password you want.

In the first question, users need to go through four pages to reset the password (enter the user name - enter the phone number - enter the verification code - get the new password), which also manually in the browser and text messages to switch the two functions 2 Second time and remember the random verification code. For a bad phone network, access to the password to go through four pages too much.

Look at the second question, after the user gets the reset password, what does he want to do? Instead of always using this random password that is hard to remember, it must be immediately changed to a password that he easily remembers. But he wants to modify the password he wants, first we have to remember to generate a random password, and then after at least 6 pages (Home - Login - Home - Account - Modify Password - Modify successfully) to change the password.

To sum up, users forget the password, at least open 10 pages, enter 6 times, remember two random strings, manually switch 2 procedures to complete his goal. These cumbersome operation and memory, coupled with low-speed mobile phone network, enough to make people give up. This experience makes people very unhappy.

So we need to make some adjustments to make the user more comfortable. Here's the new "retrieve" password process:

In the new process, users only need to open three pages, enter 2 times, manually switch the program 1 times, do not have to remember anything to complete the goal. Is it more convenient than before?

In the old process, take the development of thinking, such as first determine whether the user name exists, and then determine whether the input phone number matches the user name, the program each time the user needs to be accepted. Perhaps this process is not difficult for web pages on the computer, because the desktop network faster, the verification code and the user interface to separate without memory, copy and paste and so convenient, but in the phone is a completely different mode of operation, optimization After the process is to stand on the phone user point of view, should not be involved in the process of the user are hidden, so that users can have a good experience.

Source: http://fallinit.com/2011/04/forgot-your-password-after-the-user-process-design/