Customer account migration

Led the design for the experience to migrate all customer accounts to a new authentication system for the hotel’s loyalty program.

The problem:

Guest accounts needed to be moved from a legacy authentication system to a new, more secure system. Guest needed to take action to complete their account migration. We wanted to make it as simple and seamless for the customer as possible.

The process:

I started with an initial discovery into authentication systems and security best practices. Working and collaborating with information security subject matter experts. I also worked with the customer information database team to learn about the current system and understand how the migration could succeed.

I started wireframing potential solutions and paths and worked with all stakeholders to develop a solution that met security and business needs. In parallel, I conducted user studies to learn about how guests feel about authentication. The low-fidelity wireframes were tested with users to get feedback and iterate on. Once the designs were aligned with security, business, and customer needs, I created high-fidelity designs. An initial launch was done with a small beta testing group, and a survey was conducted after completion of the migration to collect feedback prior to launching to all customers.