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UX Case Study
daniela
How many steps does it
take to confirm an email?
July 2014
when using a mobile app
Email Confirmation
expected steps5
No more than
5?
What if it
takes…
Email Confirmation
expected steps5
No more than
5?
40
steps
40 Steps
daniela
Pinterest Flow
by daniela
email validation process
Start: Open native app
1. Validate email address
what
email is it
using?
Gmail
2. We use different emails for different apps…
3. Open Inbox…
Pinterest !
4. Find message…
5. Confirm email…
6. Log back into app…
7. Enter credentials
Prefer the app
8. No updates in the app…
Back to the browser
9. Enter credentials via the browser…
Ok
10. Wrong password…
dang!
I forgot
11. Switch ‘site’ to reset password…
Try it now ?
Back to the browser
12. Still no updates in the app
13. Switch ‘site’ AGAIN to reset password…
Try site ?
14. Enter email…
15. Reset password…
Go to Gmail
16. Follow instruction…
17. Open Inbox…
18. Find message…
Pinterest !
19. Confirm…
20. Type new password…
21. Swipe to see more…
22. Swipe to read label…
23. Type password AGAIN…
24. Swipe to see more…
Done?
25. Change password…
26. Confirm…
27. Log in…
28. Enter credentials…
29. Enter email…
30. Close keyboard…
Ok
31. Log in…
32. Wait for page to load…
Don’t want to!
33. Click TAKE A LOOK to dismiss message…
34. Limited functionality…
What else?
35. Look for more actions…
where ?
36. Wait for page to resize…
pulling to
refresh
37. Wait for page to load…
What
happened?
38. Go back…
Finally!
39. Open app…
Something is happening…
40. Wait…
41. Log AGAIN into native app…
42. Enter credentials, AGAIN…
43. Confirm…
44. Processing…
45. Use app…
Did it!
UX Review
daniela
Email Confirmation
expected steps5
unnecessary steps
40
