Account Creation & Login Experience

About

Improving the entry points to BDC's digital services was a priority, particularly for security-critical flows like login and 2FA.

Project

I created all the content for the account creation, login experience, and two-factor authentication (2FA) activation.

Challenge

Balancing security requirements with a smooth user experience was key. Many users struggled with setting up 2FA or recovering accounts.

My role

I worked with the security team, UX designers, and developers to simplify content and user guidance.

Solution

I wrote microcopy, tooltips, error messages, and instructional content for both English and French audiences, making complex processes easier to follow.

Outcomes

User support tickets related to login and 2FA dropped noticeably. The new flows contributed to higher successful sign-ins and faster onboarding.