Account Verification Flow
BMC is a global leader in IT service management and enterprise automation, providing cutting-edge solutions that enhance business operations. The company serves large enterprises, helping them optimize workflows, improve security, and streamline digital processes.
Target Audience: New users registering for the platform, who must verify their identity via email or phone.
Team: Development team of front-end, back-end developers, data scientists and product managers, product designer.
My Role: I was responsible for redesigning the Account Verification Flow to improve completion rates, reduce user errors, and create a smoother experience.
01
Problem
Initially, our Account Verification Flow only supported phone number verification, which limited user flexibility and created potential usability gaps. As part of an improved onboarding experience, we needed to introduce email verification alongside phone verification, allowing users to choose their preferred method during registration while still ensuring they could verify both credentials later for added security.
The challenge was that users who signed up with their phone number initially had no way to verify their email later, which created friction when trying to update account information, recover access, or meet compliance requirements. The lack of dual verification also posed potential security risks, as accounts tied only to a phone number were more vulnerable to SIM swap fraud and limited recovery options.
Our goal was to seamlessly integrate email verification into the existing flow while keeping the process intuitive, clear, and efficient.
02
Measuring Success
One of the biggest pain points in the old flow was user drop-off due to unclear instructions, confusing error messages, and a lack of real-time feedback. Users often didn’t realize their email was already registered until after trying to verify, or they struggled with OTP errors without knowing what went wrong.
We tracked a few key metrics to understand if the new flow actually made a difference:
• Verification Completion Rate – How many users successfully verified their email and phone without giving up?
• Error Rate – How often were users entering invalid phone numbers or failing OTP verification?
• Support Tickets Related to Verification – Did fewer users reach out for help?
03
The process
Context and Research
Before redesigning the Email & Phone Confirmation Flow, we needed to understand how other fintech apps handle user verification. The goal was to identify best practices, common pitfalls, and opportunities to create a smoother experience.
Competitor Selection
We analyzed 5 fintech apps known for strong UX and high verification success rates, including: N26, Revolut, Wise, Monzo, Chime.
📌 Best Practices
Apps like Revolut and Wise provided real-time feedback on input errors, reducing failed attempts. N26 & Monzo clearly indicated the verification status at every step, ensuring users weren’t confused about what was next. Wise & Chime used automatic OTP detection, eliminating the need for manual code entry.
04
Solution
To address the challenges users faced in the previous verification process, we redesigned the Email & Phone Confirmation Flow to make it simpler, faster, and more intuitive. The new flow removes unnecessary steps, improves clarity, and ensures users always know what to do next.
One of the key changes was removing the email field from the Personal Data section and introducing a separate step-by-step verification process. This eliminates confusion about where and when email confirmation is required. The username field replaces the email field in the personal data section, ensuring that users don’t mistakenly assume their email is already verified just because it was entered. At the same time, the Save button now only activates once all required fields are completed, preventing incomplete submissions and unnecessary errors.
The final improvement is the introduction of a “Verification in Progress” state. Instead of users wondering whether their data has been processed, they now see a real-time status update while waiting. This small addition significantly improves the overall experience, reducing uncertainty and minimizing unnecessary support inquiries.
05
Testing
We ran moderated usability tests with a group of participants who had never used the verification process before. Each user was given a task to complete email / phone verification while thinking out loud. Through this, we observed where users hesitated, struggled, or encountered unexpected friction. The key insights from these sessions were:
• Users immediately noticed real-time validation feedback and appreciated not having to guess whether their input was correct.
• The separated OTP input fields reduced typing mistakes, making the process noticeably faster.
• The new verification status screen eliminated confusion about whether their email and phone were successfully confirmed.
• Some users initially overlooked the “Verification in Progress” message, leading us to adjust its visibility for better clarity.
06
Results
I learned that clear, structured feedback at every step of the user journey is critical. Before the redesign, users weren’t sure if they had completed verification successfully, leading to frustration and repeated attempts. By adding progress indicators and a final confirmation screen, we eliminated that uncertainty, making the experience much more seamless.
Another key insight was that testing with real users is invaluable. Usability testing highlighted problems we hadn’t even considered, like users overlooking the “Verification in Progress” message or struggling with OTP entry because the input fields weren’t structured optimally. Observing users struggle in real-time helped refine the design beyond what analytics alone could tell us.
Finally, this project reinforced how design and business goals align when UX is done right. The improved verification flow not only enhanced the user experience but also reduced operational costs by cutting down on support requests. It proved that great UX isn’t just about aesthetics—it’s about making products work better for both users and the business.
