Sears App Sign In / Password Reset

Brief

The Sears sign-in flow hadn’t been updated in years. In addition, there were constant user complaints that they were hitting dead ends, weren’t receiving password reset emails, weren’t being notified the password reset was successful, and lastly, were finding themselves in a complex flow if they already had an account when trying to sign up for a new one. The original flow also consisted of emailing support to help identify if you have an existing account. Based on these user wants and needs, I worked with a UX architect and content strategist to redefine the Sears sign-in, reset, and new user sign-up experience. The architect I worked with did a deep dive into the sign-in system capabilities while I worked to design a way for customers to understand the rules behind creating a secure password. I utilized our pattern library to define opportunities for success messages throughout the flow to give users confidence that their information is being saved and to help them understand the next steps.