Challenge
 

The key challenge was to enable customers to recover both their username and password in a single, streamlined process. This needed to be done while keeping the flow intuitive and user-friendly, despite inherent complexity. Additionally, strict regulatory and security constraints prohibited sending recovered credentials by email or text message. Another part of the challenge was guiding users through the process of not only resetting their password but also securely saving their username for future use.

 

Solution
 

The redesigned flow introduced a secure and user-centered approach:

Once the customer successfully authenticated, their username was immediately retrieved and displayed, removing the need to memorize it. The user was then guided to create a new password.

On the final screen, clear instructions were provided on how to copy and save the username for future use.

This approach created a first moment of delight, where users could quickly regain access without external assistance.

While the process may appear simple, it required careful design decisions to balance security, compliance, and usability. The end result was a responsive, design-system-based flow that reduced dependency on branch visits, increased efficiency, and built greater trust in the platform.