User Access Troubleshooting

User Access Troubleshooting
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Storyboard Description

Storyboard that highlights the typical troubleshooting encounters with Technical Support

Storyboard Text

  • The Problem
  • I am attempting to log into the Great Lakes website. I can't remember my password or user ID... How can I resolve this easily?
  • Magic Solution
  • I can generate a temporary password to resolve my issue...
  • Self-Serve Support
  • User Benefit
  • Great, I'm in! That was easy.
  • Users prefer to resolve issues on their own and want it to be a simple solution.
  • In the case of a forgotten password, a verification code will be sent to the user's email account or mobile phone that will be used as a temporary password. This will also initiate the password reset process. In the case of a forgotten user ID, it will be sent to the user's email account or mobile phone.
  • The customer is happy because they solved their own issue and it was simple to do.
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