Universal Class Mobile Log-in Process

Universal Class is a video-centered education company with over 500 courses — Universal Class partners with libraries and educational institutions and focuses on offering users a wide variety of classes.

  •  Research

  • UX Strategy & Roadmapping

  • UI Design

  • User Testing

My Role

Stakeholders

  • CEO

  • Developer

  • Course Developer

Goals

  • Reduce the registration drop-off rate

  • Modernize the UI and improve the accessibility

  • Add on login capabilities while keeping the user journey simple

  • Capture information such as topic interest to inform future class investments

Part 1: Understanding The Problem

I audited the current signup and login processes to better understand users' problems. Universal Class created a test account in case I ran into issues. Some of the problems I identified in my audit were:

  1. The signup process as an individual user leads to a dead-end with no possible way to complete it without contacting support.

    1. After submitting a support ticket, it is unclear if the ticket was received nor how long it may take for the ticket to be resolved.

  2. It is unclear how users may sign in if they have an account generated with their library or institution, as a password is not provided by the institution. Password recovery was not sent to users’ email within 72 hours.

    1. My local library offers Universal Class as a service, so I was able to gather information from this point of view. Though this was my individual experience, I spoke to my local librarians, and they expressed that they had heard this complaint, but they could only submit the patron’s email, not a password.

  3. When logging in, several attempts had to be made before a successful login.

These were only the most pressing issues I encountered in my audit. I then requested to meet with stakeholders to share my findings to ensure these weren’t isolated incidents. We decided to perform a quick usability test to confirm my findings.

Mapping the flow

After confirming potential problems with the current user flow, I began researching competitors and reviewing updated trends on log-in flows. I then collaborated with the Universal Class team to map out the desired future flow. ​​​​

Solidifying the Layout

After we nailed down a drafted flow, I provided a few mockups to facilitate the decision on the visual direction

The Final Design

In this design, I focused on ensuring the log-in process was as short as possible while keeping the ability to track potential abandonment rates for future improvements. Users can sign up or log in with existing LinkedIn, Google, and Library accounts.

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