Account merging flow

UX writing

Redesigning Blibli account merging info page and error flow

Blibli planned to introduce the Blibli Tiket ecosystem, encompassing three companies: Blibli, tiket.com, and RANCH. Through this initiative, Blibli aimed to offer the convenience of single sign-on to enhance user accessibility across platforms.

Timeline

November – December 2023

My role

UX writer

Key focus areas

Click to jump straight to the section you want to know more about.

Restructuring info page

Implement colour-coded info pages for easy scanning.

Reworking error flow

Improve error handling to prevent infinite loading page.

Restructuring info page

Info page context

The info page is aimed to highlight the importance of aligning user credentials for united account login within the Blibli Tiket ecosystem.

You have two emails and one phone number. You used the first email to register on Blibli and the second on tiket.com, but both accounts share the same phone number. To merge your accounts, all credentials must match across all platforms. This allows you to use single sign-on and earn more points as they’ll be combined across platforms.

Problem

Unscannable tables and redundant headers

When reviewing the design, we discovered that users found it difficult to scan tables quickly, needing to read through each row. Moreover, redundancy existed between the subheadings and table headers.

Approach

Colour-coded table with headers highlighting key details for users to verify

To improve user experience, I implemented a colour-coded system. This visual aid streamlines the scanning process, making it more intuitive and user-friendly. I adjusted the table headers to focus on phone numbers and emails, key details that users need to verify.

Solution

Icons for easy scanning

The colour-coded system was translated into icons for easy scanning. This approach ensures usability on both desktop and mobile, with slight adjustments made for mobile compatibility.

Info box for a concise summary

The original table detailing non-mergeable account cases was replaced with an info box for a concise summary. Key points are emphasised in bold, directing users to review their cases if not previously detailed. There's a strong focus on ensuring users have identical and verified credentials across the Blibli Tiket ecosystem.

Restructuring error flow

Error context

When we introduced the convenience of single sign-on, an error caused infinite loading, leaving users waiting without clear guidance on what to do next.

Problem

The skip button serves two purposes, making it unclear when it skips onboarding versus an error.

When tested with 5 users, none perceived the skip button as a way to escape the infinite load, they all force-closed the app instead. This shows that retaining the second function is ineffective, as users don't use it.

The error message is unclear about the cause of the problem. It offers two buttons: cancel and log out. If the user selects cancel, they are redirected back to the infinite load issue. Conversely, logging out contradicts the user's goal of a seamless single sign-on experience.

Proposal

Clear navigation function

The idea was to replace the skip button with a back icon for users who want to go back and not proceed with single sign-on. If loading continues for 10 seconds, a retry button appears to help users escape the infinite load. This change removes the skip button's dual function.

Revise the error message

The error message now provides users with a clear choice. Instead of focusing on the consequences, it asks whether the user would like to retry the login process or proceed without logging in. This approach offers a straightforward option, eliminating the loading loop.

Final design

Automatically displays a clear error message after a 10-second load

When the proposal was tested, participants preferred an automatic resolution, as they believed the error was system-related, not their fault. The final solution triggers a bottom sheet if the screen continues loading for 10 seconds and we'll pop up a clear message letting you know what's up.