Utilizing Typography to Guide the Customer
Typography | User Flow | Journey Mapping | UI Design
"I keep getting a 'user status inactive' warning despite just setting up my account. Please fix this!"
A project manager contacted me after being made aware of a series of customer complaints from new customers unable to access their accounts. Once the customer had completed the registration form and attempted to log in, they were receiving a "user status inactive" error message. The project manager originally asked if we could improve our error message to better guide the customer, but once we walked through the customer journey, it became clear we could help our customers earlier in the flow by utilizing typography on the confirmation page. In addition to walking through the flow, I reviewed our heatmaps and customer feedback in Hotjar to gain further insights into the issues our customers were facing.
Primary Goal: Make it more obvious to customers that they need to verify their email address after creating an account
Tools: Figma, Hotjar, pencil & paper
Compatability: Desktop & Mobile
By walking through the customer journey, it became clear that a customer might not see that they needed to verify their email address before logging into their new account.
