Reset Password
The power of communication, gathering data and relevant insights. How a UX Atomic Research can solve a complicated Journey.
BetVictor Asia
BetVictor Asia
Role
UX and Research
What I did
Strategy and Data
Timeline
2 months
Reset Password in the Asian market significantly impacts our business goals, ROI, and conversion rates. Despite its importance, however, our journey has encountered hurdles, ultimately causing lower-than-expected compensation and financial losses
What I did
UX Research Strategy. I worked with a Data Analyst and other researcher. Project available under request
Deliverables: UX Atomic Research · Heuristic Evaluation · UX Audit · Journey Mapping · Workshops and Leading Meetings · User Journey and User Flow · Final Presentation
Collaboration is the key.
Collaborating closely with the CX department as part of the UX Strategy and OPS team, we encountered a significant challenge when users needed to reset their passwords in the Asia Market.
Our primary goal was to enhance user experience within this complicated journey.
My task was to streamline the process, making it more accessible, smooth, and straightforward. Statistics and data from the department highlighted this as a significant issue, impacting business by potentially losing numerous customers during the reset process.
"As part of my role, I selected and gathered various documents, information, and reports from different departments to initiate the project's first phase. This step was vital to secure the essential and relevant data needed."
How I did it
I set out on a quest to gather all available information, distill it into essential details, and dive deep into reports and metrics for analysis. I carefully handpicked important data, ensuring no duplication across files. This meticulous process culminated in the creation of a comprehensive UX Atomic Research file.
❍ Communication and interaction
While navigating through this documentation, I made sure to sync up with different departments to cross-check and validate all the gathered information. It was an exhaustive, detailed process, but incredibly effective in truly grasping the business goals. This step was crucial, especially when it came to iterating and refining our approach.
❍❍ Discovery
With a solid understanding of the facts, I organized and discovered valuable insights and opportunities. This helped us the path for deeper exploration and discovery, allowing us to effectively identify and categorize key findings
❍❍❍ Definition of the problem,
I kicked things off by identifying the pain points, threads, and crucial data relevant to our research. From there, I crafted a comprehensive overview, zooming into the main problems screen by screen.
Then, I created a mapping process. This included the user flow, their journey, and all the essential details organized step by step according to actions and sequences.
❍❍❍❍ UX Audit
In my role, I dug deep into the User Journey, nailed down the entire user flow, and pinpointed where the experience hit a few snags with UX principles.
I didn't stop there—I documented it all, including the heuristics that took a hit along the way. Think of it as my full-on UX Audit, covering everything from principles that missed the mark to the bigger picture of the problems we encountered.
→ 📈 User Journey Mapping
→ 👋 Reset Password Atomic UX Research
→ 🧠 Heuristics and Summary
Success and Results
Through those project phases, we achieved a significant triumph that resonated across the entire company, notably within the CX department.
This audit played a key role in aligning the primary business goals for Product Owners and other relevant departments.By strategically identifying and acting on quick wins, we markedly reduced the challenges we were grappling with.
📽️ Check the presentation for further details
Conclusion
This project was a game-changer for our company, highlighting how much UX can really make a difference in smoothing things out for everyone involved. We all shared in the success, proving just how crucial thorough UX research and careful work are for a triumphant outcome.
Our CX team got a fantastic handle on the issue at hand.
Presenting this case study was a big deal—it showed how impactful this work was for the business.
On a personal note, I discovered the power of alignment firsthand. Those workshops and meetings were eye-opening, helping me fine-tune my storytelling skills and understand the value of good communication and teamwork.
This whole experience confirmed how UX is always there and how important is to tell it good.
The cool things 😎 and the bad things 🥹:
In my case studies, I enjoy sharing what I learned, what worked well, and what could have been better."
"Reset Password" was my first project focused entirely on research, data, strategy, and UX—areas I’m passionate about but don’t always have the resources to fully explore. In this case, I had a full month dedicated to gathering and organizing data effectively, prioritizing the most important insights.
This process was a growth experience for me, as I learned how to present data strategically and clearly. It also inspired me to pursue further training in business metrics—after all, numbers tell the story, and we need to learn how to share it effectively.
The downside? Long hours of disagreements between departments. But in the end, the results were worth it.
Some struggles and pain points for the user, after a whole cultural Research, focus on conversion.
