Description

Streamlining password reset for a seamless user experience!

Previously, the password reset process posed several challenges for users:

Loss of context: Users would lose track of their journey on Lowe's after submitting their email for password reset, as further steps occurred via a link sent to their email.

Low email delivery rate: Email delivery issues arose due to the use of Salesforce Marketing Cloud, resulting in certain users not receiving password reset emails, particularly those with flagged email addresses or generic domains.

Customer Benefits

The new password reset journey introduces Email OTP verification, addressing these challenges:

Preserved context: Users remain within the Lowe's website throughout the password reset process, minimizing disruption to their shopping experience.

Improved email delivery rate: Transitioning to Twilio/Sendgrid enhances email delivery rates, ensuring users receive password reset emails promptly.

Impact

The implementation of Email OTP verification for password reset has yielded significant improvements:

Increase in overall success percentage for password updates: +15%

Reduced friction during the password reset journey, leading to higher completion rates and improved user satisfaction.