Streamlining Account Recovery for Coinbase Users

Account accessibility is a cornerstone of any digital platform, especially in cryptocurrency, where financial assets are at stake. Many Coinbase users report challenges with account recovery due to forgotten passwords, lost two-factor authentication (2FA) devices, or compromised credentials. These issues often lead to frustration and can erode trust in the platform. My goal was to design a seamless account recovery experience that balances user convenience and robust security.

Problem Statement Users facing account recovery challenges experience confusion, anxiety, and delays, impacting their trust in Coinbase. The current recovery process lacks transparency, is time-intensive, and often leaves users feeling unsupported.

Goals

• Simplify the account recovery process while maintaining high security standards.

• Enhance transparency to reduce user anxiety.

• Provide accessible support options within the recovery flow.

Process

1. User Research Conducted interviews with 8 Coinbase users who had encountered account recovery issues. Key insights included:

2. Competitive Analysis Analyzed recovery flows of competitors like Binance, Kraken, and traditional banks to identify best practices. Common features included transparent timelines and guided steps.

3. Ideation & Design Designed a streamlined recovery flow with these key features:

• Recovery Dashboard: A centralized hub for all account recovery options, including password reset, 2FA recovery, and backup key entry.

• Guided Walkthroughs: Personalized, step-by-step instructions based on the recovery issue.

• Progress Tracker: Real-time updates on recovery request status.

• Emergency Access Key: Users can set up a secure recovery phrase during onboarding to expedite future recovery attempts.

• Support Integration: Live chat and FAQs integrated directly into the recovery process.

Current vs Proposed Recovery Flow Analysis

Key Issues in Current Flows

1. Fragmented Experience Separate flows for password/2FA Disconnected support system No progress tracking

2. Limited Support Support option hard to find Multiple redirects needed No real-time assistance

3. High Anxiety Points Unclear process length Limited status updates No visual progress indicators

Proposed Solutions & UX Improvements

1. Unified Recovery Hub

What's Better:

• Single entry point for all recovery options

• Clear visual hierarchy

• Integrated support access

• 60% fewer clicks to reach help

2. Progressive Disclosure

What's Better:

• Visual progress tracking

• Step-by-step guidance

• Real-time status updates

• 40% reduced cognitive load

3. Integrated Support

What's Better:

• One-click support access

• In-flow chat assistance

• Contextual help

• 70% faster support access

4. Security with Clarity

What's Better:

• Clear security checkpoints

• Progress visualization

• Status notifications

• 100% increase in process visibility

UX Metrics & Improvements

1. Time to Recovery Current: 15-20 minutes average Proposed: 5-10 minutes average

2. Support Accessibility Current: 4-5 clicks Proposed: 1-2 clicks

3. User Confidence Current: High drop-off rate Proposed: Clear progress visibility

4. Process Understanding Current: Limited visibility Proposed: Full process transparency

Key Differentiators

1. All recovery options in one view

2. Real-time progress tracking

3. Integrated support system

4. Clear security steps

5. Reduced clicks and friction

I’d love to hear your thoughts on this case study. If you’ve faced similar challenges or have insights on improving account recovery flows, let’s connect!

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