The Ask: Guide customers through an unusual experience
Why It’s Important: Microcopy can encourage and support customers even when space is limited (source)
The Process:
Invitational login
This company benefit was reaching out to a group who had lost access to the program because of an employer change. For customers used to regularly logging in to a service, a normal “Forgot your password?” path would work well.
But because some of these users might not have logged in over a year, the team wanted to offer a bit more support than normal. I adapted the error text to help customers understand what to do whether or not they remembered which email to use to log in.
Pay over time service
This company benefit gave employees a way to pay for goods and services over time from their paycheck. Sometimes a client would have different pay schedules for hourly and salaried employees.
When employees first signed up, the benefit didn’t have a way to verify identity or pay schedule automatically. So in order to show accurate pricing after login, the company asked people signing up how often they get paid.
This microcopy helped customers understand why the company was asking about pay schedule during signup.
