Improving LINE Bank’s Password Creation Experience, Cutting Drop-off to 2%
My Role
UX Designer
Team
All Design Team
Timeline
2 weeks (2021)
Focus
User Experience
Summary & Impact
My team and I successfully reduced the drop-off rate on the password creation page during the account registration process, lowering it from 13% to 2%.
Background & Context
High Drop-Offs
Creating a password is a required step in the Line Bank account registration process. However, the drop-off rate during this stage reaches 13%, which is significant considering that password creation should not be a factor causing users to abandon the process.
Research
Design Evaluation
Some of the main reasons behind the drop-off include:
Difficult to entering the password
Users found it difficult to enter their password without the ability to view the characters they had typed.
Difficult to recognize wrong guide
Users had difficulty determining whether the characters they entered met the password requirements.
No Progress Tracker
Users struggled to understand how many steps remained to complete the account registration process.
How Might We & Final Design
Improve The Experience
We improved several design elements and experience.
1. Add Progress Tracker
Users became more confident and aware of how many steps remained to complete the process.
2. Add hide/unhide character mechanism
This feature is useful when users want to verify the characters they have entered to ensure there are no mistakes and that the input matches their intended password.
3. Add Step-by-step validation
Real-time checks for min. character numbers and uppercase.
Validation & Testing
Get a Feedback
We validated the redesigned onboarding flow through large-scale user testing with around 500 participants, using MAZE and Populix for distribution. The results clearly show that the redesign significantly improved the overall user experience.
