Delight Cycle: Account Resurrection

[daniellekirkwood]

Cycle: Account resurrection
XX October 2022 > XX October 2022

Next steps

• Find other issues in GitHub that are related and tag them with the label Z-AccountResurrection ready for Triaging
• Discuss the in progress 🚧 items with the team
• Scope and estimate the cycle

✅ Problem Statement - What is motivating us to work on this?
Encouraged users who have created, then abandoned or forgotten their accounts are not easy to entice as resetting your password is difficult and matrix.to links are not simple.
‘I’m trying to follow a matrix.to link I received from Matthew but I can’t log in to my account because I can’t remember my password. My email address is “already in use”, but the reset password email doesn’t land before timeout. When I do manage to log in, the link I’ve been sent drops me at “Home” and I don’t know where to go. This makes me feel frustrated and abandoned!’

🚧 Reason to believe - How do we know this is a real problem, and worth solving?
Caspar Alexander struggled to get into the product (passwords) and then couldn’t find the link to the room. Members of our board are also in this position.

✅ Objective
Provide a predictable and easy-to-follow UX precedent for users wishing to reset their password and follow a link to a Matrix room using Element.

See more info
Must-have:
Matrix.to: Get to the right destination

Could-have:
Matrix.to: Remove Jargon
Brand matrix.to by client

Nice-to-have:
Promote the right things in Share dialogs

🚧 Success Metrics - How will we measure success? How do we know if we’ve solved this problem?
Users are able to follow a Matrix.to link with as few clicks as possible
Logged in and logged out; Matrix.to flows have a predictable UX

🚧 Audience - Who are we building for, where are we building it for them?
Non-technical users who are receiving a matrix.to link and have an Element account.

✅ Appetite - How much time do we want to spend and how does that constrain the solution?
This is a small batch project, ideally we’d spend a maximum of 2 weeks on these chronic issues. These chronic issues are the highest priority after Threads for the Delight team. We’ll use this cycle to nail the first 2 issues in the backlog, set up our new processes, and get all team members to the same schedule (right now, Mobile is a few weeks behind Web).

✅ Scope
Chronic Issues
Improve Matrix.to
Enhance password recovery
Other Issues to cover
Tagged with the label Z-AccountResurrection
When a person with an Element account receives a matrix.to link, they should be able to follow the link directly to the room. If the user does not recall their password, it should be easy to update, safely and predictably.
On mobile, we’ll use the Clipboard hack to ensure users can enter the room directly from the link in the app itself (not EleWeb in mobile browser).
The recover password flow should not ask users for a new password before verifying the contact info - we must follow industry standards and conventions to ensure high predictability and to remove doubt.

🙋 Questions -
Do we need to review the reset password flow on Mobile?
No
Is the PS France team addressing this?
Yes, that means that we do not need to deliver the reset password flow, just design it.
What has been done before and what can we learn from it?
Nad drafted a document

🚧 Wireframes - Design ideation that will lead to the final solution
TBD

🚧 Competitive Research - How do other platforms handle this flow?
We need to benchmark Google Photos to see the inspo for the clipboard hack
TBD

🚧 No-gos/ Anything specifically excluded from the concept: Functionality or use cases we intentionally aren’t covering to fit the appetite or make the problem tractable
TBD

✅ Rabbit holes - Details about the solution worth calling out to avoid problems
The alternative way of ensuring that the mobile apps open to the correct room are to implement deep links and app links. Both of these options are too labour intensive for our appetite and are not guaranteed to work reliably. Using the clipboard hack, we can implement a solution at speed that works, and keeps the user in control.
Following the recover password flow should be familiar to users that have completed this task on other products. We do not want to reinvent the wheel here. The only difference may come with a “sign out of all other sessions checkbox” where one does not already exist.
If we have server-side support here, it may be a good time to improve the emails sent to users when creating an account, signing in, or resetting their password. None of these tasks are needed for this cycle and should only be taken on once the deliverable is assured within the timeframe.
Further framing and detailing would take place on scoping and completing the shape of the cycle. This takes place with all team members and will likely be constructed in Figjam.

🚧 Dependancies - What blocking or difficult things might we run into during this cycle?
TBD

🚧 Risks - What are the risks associated with items in this cycle and how might we mitigate them?
TBD

🚧 Launch - What is the Go-To-Market strategy?
TBD

[daniellekirkwood]

Moving to a GDoc
https://docs.google.com/document/d/1c9se10TsC3cBD-3ZwSaVsfskXMPO19Eg3eDrtKCE5rw/edit#heading=h.rl5jy3foo63a