Password Reset Email

Executive Pres.: Revised Password Reset Process

New Password Reset Flow

Revised Online Password Reset Process

Ambit Energy, Customer Experience Manager

Project Intent

• To improve the password reset experience for customers logging into MyAmbit Account.

Audience

• Customers attempting to reset their account login information.

Challenge

• More than half of the 15 million login attempts made in the past 12 month period have failed due to some functionality not working properly on the back-end.
• If unable to answer required security questions, customers forced to call into the call center and reset over the phone.
• Call center assistance unavailable after hours (6 p.m. CST).
• Current registration process not allowing proper account set up.
• Call center reps required to recite complex temporary password, often mixing up characters due to sans serif font. For instance, capital I, lower case l, and the number 1 look identical. 

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Solution | Skills Contributed

• Defined new process addressing every step of the reset process, including temporary password generation and security.
• Built out new time sensitive email to offer customers a self-help option for resetting password.
• Changed screen display in call center portal to add serif font so call reps could clearly recite temporary password characters.
• Mapped out entire customer journey to ensure all possible obstacles are addressed.