Problem:
When the employees of Best Buy forgot their passwords and got locked out of their accounts, they had no choice but to call the IT team for assistance and wait for their response. However, it took the IT staff quite some time to verify the callers’ identities to ensure security and then reset their passwords in Active Directory. Meanwhile, users had no way of accessing their computers, which caused employee downtime. The problem was exacerbated during non-business hours when the IT team was closed.
When the employees of Best Buy forgot their passwords and got locked out of their accounts, they had no choice but to call the IT team for assistance and wait for their response. However, it took the IT staff quite some time to verify the callers’ identities to ensure security and then reset their passwords in Active Directory. Meanwhile, users had no way of accessing their computers, which caused employee downtime. The problem was exacerbated during non-business hours when the IT team was closed.
UX Solution:
Password Rest Portal: Self-service password management solution that would let end users reset their passwords on their own. New Password Rest Portal is intuitive user interface and user-friendly enrollment options, users quickly adopted the self-service management system to resolve password issues on their own. With Password Rest Portal, Best Buy was able to drastically reduce the downtime employees faced and the number of password reset requests the IT team received. This helped users change their passwords before expiration, further reducing password-related help desk calls.
