Case + Studies

I was recently assigned to fix a long-standing issue. Our account managers are overwhelmed with support tickets and calls, many of which could escalate if not addressed. We need a way to reduce these requests and improve the user experience. In our meetings, the main solution was clear: encourage users to self-serve instead of going straight to the support contact page. We have plenty of support articles and resources, but users don’t seem to be using them effectively.



The real question is: Why aren’t users finding these resources? Are they struggling to locate relevant articles?



Join me as I walk through my process of solving this problem.

Designing an effective One-Time Password (OTP) process is both complex and rewarding. While it enhances security by adding a layer of authentication, implementing it requires meticulous planning, extensive research, and a user-first approach.

At first, I underestimated how tricky it would be. But as I dug deeper into real-world user behavior, security risks, and regional differences, I realized that designing a seamless OTP system is far more than just sending a code to a user’s phone.

Here’s my journey, the challenges I faced, and the design decisions that made a difference.