Account Recovery

As a digital financial product, Mogo required a way for members to safely and easily recovering their accounts in situations where they lost access to their primary email. Not only was Mogo's existing process manual and time consuming for users and operations, but it had resulted in 15,000 duplicate user accounts accidentally being created. This resulted in additional stress for customer success and credit risk teams at Mogo, as they spent costly hours reviewing accounts for potential fraud and dealing with customer frustration because of inaccurate information.

COMPANY
Mogo Finance Technology Inc.

ROLE
Product designer

YEARS
2018 – 2020

AWARDS
Apple, Apps We Love, 2019

My Role

Working together with Operations, Product Management, and the Solutions Architect I helped to define a strategy that would allow Mogo to increase security for members while also solving 3 critical challenges:

1. Provide users with an easy-to-use experience that allows them to recover their account, reducing the possibility of them creating a new one. 
   
   
2. Promote users to proactively update their primary phone number by leveraging new features like notifications and in-app messaging.
   
   
3. Reduce fraud and increase security by leveraging existing 3rd party and phone verification tools already used by Mogo.

I worked with customer-facing teams to understand user needs, performed competitive analysis to understand common patterns and experiences within the fintech space, created complex user flows to define the user experience, conducted user testing to understand pain points within the experience, and created refined UI design and standards for hand-off to the development team. 

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Results

The result was a streamlined account recovery experience that made it easy for members to reset their account using a verified phone number, an enhanced phone verification feature that leveraged anti-fraud technology to catch potential fraudsters, and an engagement strategy that allowed us to utilize newly built notification and in-app messaging features to prompt users to update their accounts with a personal number.