Account Access
Role: Lead UX Designer
SUMMARY
The Pro Program offers web designers and developers the opportunity to request access to their client’s (SMB’s) GoDaddy account without seeing passwords or payment information.
PROBLEM
The account access flow was too complicated for SMB’s to complete, resulting in the Pro still having to manually request their username and password.
PROCESS
After talking to a few customers and hearing the same complaint that they were having a hard time getting access to their client’s accounts, I started by doing a heuristic evaluation of the process from both customers (Pro and small business owner) perspectives. What I found was that there was little to no context guiding the small business owner through the process of granting the Pro account access. The email they received was coming from a GoDaddy email address so it was often sent to spam. Additionally, if it happened to go to their inbox the email didn’t actually say what level of access the Pro was requesting or how the small business could change it. One of the account access levels includes purchasing power so not knowing the level of access they were granting a Pro was a huge security risk. From the Pro side, they had no visibility into how the process was working for their client so they couldn’t provide guidance even if they wanted to. Everyone was lost. After the heuristic evaluation, I tested new copy for the small business, and started wireframing.
SOLUTION
Results from usertesting pointed to 99% of testers preferring the new copy for account levels. So, for the small business, I redesigned the email so that it had a message from the Pro as well as a profile picture to make it more human. The email also included new copy about the level of access the pro was requesting “Limited Access” and “Full Access”. The email and the confirmation screen both explicitly tell the small business that they can change the access level and where to change it.
Confirmation screen
In “My Account” I renamed the page “Account Access” instead of “Delegate Access” and redesigned the page so that it was no longer split 50/50 for “accounts you can access” and “people who can access your account”. I created a wizard that works for the Pro (who would be requesting access) and the small business (who would be granting access), the results of which organize the page in a less distracting way. I wanted the Pro and SMB to go through the same flow so that in the off chance that an SMB got stuck granting access the Pro would be able to direct them since they would know the steps.
Before
After
To solve the problem of the Pro not having visibility into the process and being able to help their client, I added a link to the Pro’s profile that their client can click to grant access instead of being completely dependent on the email or searching through “My Account”. I also added the ability for the Pro to customize a message sent to their client when requesting access allowing them to explain the process.
Pro's profile
Metrics
Pro NPS increased from 37 to 43.
LEARNINGS
Looking back, I probably would have spent more time on the wizard in “My Account”. I think the first and second steps could probably be combined, just start out asking for a name and email and then dive into which access level they want. Because their emails are associated with their GoDaddy account, we should be able to determine what type of user they are and which path they need to complete. With less clicks and clearer copy, I would expect the conversion rate to increase.
