Credential Onboarding Redesign
Reducing first-login friction for physical access operators managing large cardholder populations.
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Problem
Physical access operators at mid-size facilities were abandoning the credential provisioning flow at a high rate during the initial setup phase. Support tickets spiked in the first 72 hours post-deployment.
Process
Conducted contextual inquiry sessions with five operators at three separate sites. Mapped the existing 14-step provisioning flow against mental models from interviews. Identified three categories of friction: terminology mismatches, unclear confirmation states, and premature demands for information operators didn’t have at that stage.
Outcome
Redesigned flow reduced provisioning time by 40% in usability testing. Support ticket volume for first-login issues dropped significantly in the first month post-launch.