Account integration
Enabled seamless access to multiple BenQ services with a single account.
Duration
Sep 2022 - Jul 2024
Team
2 UX Designers
2 GUI Designers
6 Engineers
1 Quality Assurance Engineer
1 Product Manager
1 Project Manager
My role
Designed user flow rules, information architecture, UI flows, and wireframes.
Provided UX copy for three account systems.
Conducted design testing.
Facilitated consensus-building among stakeholders.
Background
Separate account systems required multiple registrations and created inconsistent user experiences.
When accessing different services provided by BenQ, the users needed to register accounts respectively for each service, as the account systems were constructed and owned by different departments. Moreover, the login process and interface of each account system differed significantly, providing inconsistent user experience and brand image.
Objective
Redesign the UI and login processes, paving the way for account database integration.
User flow
Designed the user flow to ensure process consistency.
While the style and single sign-on schemes in each account system may vary slightly, it is essential to maintain consistency in the order of revealing registration information, following the user flow below.
Prioritize common information first.
The required registration information for all account systems, including the email, name, password, and terms and policy checkbox, should be displayed first.
Request specific information for verifying admin accounts afterwards.
Registering a business account in the B2B service login requires additional information. Since the business account is granted administrator permissions, verifying the administrator’s information during the registration process is necessary. This specific information should be displayed after the common information.
Display additional survey after first sign-in.
Registering a consumer account in the B2C service login requires additional information to optimize personal experience. To shorten the registration and login process for users to try the software as soon as possible, I decided to display this survey only after the users sign in to the system for the first time.
Design highlights
Created detailed UI flows to ensure consistent experience and unified brand image across three account systems.
After designing the common rules of user flow and information architecture, I created detailed UI flows of the login and registration processes for three account systems, covering account creation, sign-in, single sign-on (SSO), password recovery, member emails, and two-factor authentication.
Designed login flows for seamless access to multiple services with one account.
Users with a business account can sign in to both B2B and B2C services directly, while users with a consumer account need to provide additional information to access B2B services. I designed these specific flows to allow users to sign in to B2B and B2C services using a single account.
Optimized single sign-on flows to simplify login and link existing accounts.
The original SSO login required users to fill out registration information after signing in with a social account, which conflicted with their goal of a quick login. I redesigned the SSO flows to streamline the process and allow users to link social accounts to existing BenQ accounts if they had already registered.
Redesigned four member emails to deliver comprehensive information and adopt a more personable tone.
I redesigned the UI layout and UX copy to enhance readability and maintain brand consistency by adding recipient names, refining titles and content, and updating the sender’s name and profile. I also collaborated with the GUI designer to improve the call-to-action button and overall email style.
Challenge
Multiple stakeholders complicated cross-functional collaboration.
The account systems are owned by different departments, leading to involvement from numerous stakeholders across two R&D departments and five business units in this project. Aligning all stakeholders’ consensus is the hardest challenge.
Beyond design
Acted as a facilitator between two R&D departments and multiple stakeholders to promote account integration.
Result
Users can now access BenQ services with a single account and consistent experience.
Both the B2B and B2C service login databases had been integrated, and the service was named BenQ Connect. At least three business units were progressing with the account integration plan. Additionally, both R&D departments were in the process of integrating the account system of the official websites.
Lessons learned
Earn buy-in through early wins.
The main challenge in promoting account integration was cross-functional collaboration. I realized that before asking stakeholders to commit their resources, we needed to demonstrate progress and provide clear guidance. By achieving early wins, stakeholders were more confident in supporting the project. This experience strengthened my ability to think holistically and logically when designing.
