Shannon Denniston, CCXP
  • Home
  • Expertise
  • Portfolio
  • Contact
Picture
Password Reset Email
Executive Pres.: Revised Password Reset Process
Picture
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. 
​
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.
Powered by Create your own unique website with customizable templates.
  • Home
  • Expertise
  • Portfolio
  • Contact