One form field, 150 calls a week
From the support phones, I traced a steady stream of calls to the password reset form, mocked up a fix, and got it to the product team. It shipped across four products and call volume dropped.
Users typed the new password once and never noticed the second field.
The problem
On support calls we’d remote into a customer’s machine and watch them work through their issue. Over and over, I watched people reset their password, type the new one once, and click Next without noticing the “retype password” field. The error message sent them back to the same screen, and they’d make the same mistake again.
Sizing it
I polled the other agents. They each took 2 to 15 of these calls a week, averaging 5.7. Across a team of 75 to 85 agents, even the conservative case (75 agents at 2 calls a week) came to 150 calls a week. The average put it closer to 430.
What I did
While customers were on the line, I asked what would have made the second field obvious. I mocked up a fix from their answers, showed it to colleagues and customers, then took it to a manager, who got it to the product team.
Outcome
The product team shipped the fix across GoToMeeting, GoToWebinar, GoToTraining, and OpenVoice, and call volume for the issue dropped.