An account experience users can understand and control
Streamlined access improved trust, cut confusion-driven tickets, and supported Premium growth.
Product Design
UX Strategy
Interaction Design
Cross-functional Collaboration
Monetization
Overview
Length
10 weeks
Role
Lead Product Designer
Scope
Problem discovery through implementation
Team
Android & iOS devs, PM, Backend, QA, Legal, G2M
How might we simplify account and subscription management so users feel confident activating Premium - without creating extra friction across devices?
What we found
🤯 Login & redemption were confusing
Users didn’t know which email to use or how to verify
😶🌫️ Multi-device access was unclear
Users questioned if their Premium benefits would follow them between devices
🚫 License-based backend had limited flexibility
No standard login/logout experience
😮💨 Support load was high
Many tickets tied to confusion around access and redemption
Key design decisions
Streamlined Login & Redemption
Switched to a simple email + one-time password (OTP) flow
Reduced friction in activating purchases
Clarity for Multi-Device Access
Improved UI copy explaining how Premium works across devices
Reduced uncertainty about where subscriptions apply
Smarter Error Handling
Clear, actionable error messages
Step-by-step guidance for recovery
Future-Proofing
Advocated for standard login/logout functionality
Documented path for engineering to evolve beyond license-based constraints
Now I actually understand what account I am using and what I have access to.
User testing
Final design
🔐 Clearer activation
Email + OTP made redemption simple
💬 Transparent messaging
Multi-device access explained up front
🧭 Lower frustration
Users guided through errors instead of hitting dead ends
🤝 Stronger trust
Accounts felt modern and reliable, aligning with premium expectations
Impact
Fewer Support Tickets
Related to login & redemption in the first quarter after launch
Boost in cross-device use
Premium setup worked seamlessly on >1 device
Reduction in login errors
More users completed OTP authentication
Reflection
Even with backend constraints, small UX improvements had an outsized impact. By simplifying login and clarifying messaging, we reduced friction, built trust, and strengthened the premium experience.
💡 Takeaway: Thoughtful design in “invisible” flows like authentication can dramatically improve satisfaction, reduce support costs, and pave the way for future scalability.
Interested?
Let’s connect.
I’m open to roles where design is a true partner in shaping product direction. If you’re building something with purpose, I’d love to chat.