New sign-in suite for Canada Post

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Challenge

Canada Post’s login flow (prior to 2022) poses maintenance challenges and security concerns. There were multiple instances of the Canada Post login. A full-page version and variations of the overlay version. Both types of login are managed separately and by different teams.

Solution

Create a consistent interaction with a single sign on (SSO) across all sign-in flows for users signing into their Canada Post account.

  • User goals: enhanced security, simpler sign-in experience

  • Business goals: easier maintenance as login are managed separately and by different teams

Single sign on benefits:

  • Improves identity protection with full features security such as full security (Captcha, Attempt counter, 2FV).

  • Relieves help centre workloads. Fewer users calling for help with lost passwords saves money and improves security.

Research 

Before I joined Canada post, a different design team had done the research and exploration. First, a list of issues was brought forward with the existing team; the design team then looked at other sign-in suites for inspiration and made notes of problems in our current phase. Finally, after several design reviews, they came up with the user flow for the new sign-in suite:

Team (prototyping)

  • UX writer (me) 

  • Visual designer

  • Product owner

  • UX manager

Prototype

  • 5 flows (~60 screens)

Timeline

  • 3 sprints (6 weeks, copywriting and revisions)

Flow 1: Click “Sign in” → Sign-in modal→ Marketing page

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Flow 1: Click “Sign in” → Sign-in modal→ Marketing page

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Flow 3: Click “Start using tool” → Sign-in modal → Different sign-in page (error message)

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Flow 1: Click “Sign in” → Sign-in modal→ Marketing page

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Before

Flow: 1 Click “Sign in” → Sign-in page → Dashboard

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Flow: 1 Click “Sign in” → Sign-in page → Dashboard

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Flow 3: Click “Start using [tool]” → Sign-in page → Sign in page (error message)

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Flow: 1 Click “Sign in” → Sign-in page → Dashboard

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After

Sample screens 

The following are samples of content changes based on my recommendations for the new user flow.

Sign in

2FV hasn’t been set up yet

Boost security

Learnings and future improvements

  • Even in the prototyping stage, there were lots of iterations

  • Valuable to get consistent feedback from team

  • Keep track of backlogs for future sprints (or, even better, consider them sooner)

Recommended testing

  • Usability testing

  • NPS score

  • Success metrics