Overview

I led the redesign of the login screens for Toast’s first employee app, MyToast.

This effort would help employees find their account and login credentials through more guidance at Login and account recovery in the app in order to decrease the amount of time and effort spent troubleshooting.

Problem

<aside> ⚠️ Employees on the Toast Pay Card were having trouble logging into the MyToast app.

We were hearing this feedback from their employers because there wasn’t a way for employees to troubleshoot when they had issues logging in.

We asked ourselves: How might we help employees know how to log in without needing help from their employer?

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These were our goals:

🥅 Increase # of successful logins

🥅 Increase # of successful logins after reset password

🥅 Increase # of successful logins after troubleshooting

🥅 Decrease # of support requests

Role and Responsibilities

I was the design lead on this project and I worked with one PM, five engineers, one QA, and a dedicated researcher. Throughout this project, I led research initiatives, facilitated design workshops, and created mockups/wireframes/prototypes.

Scope and Constraints

While we internally dubbed this project a login "overhaul," it was more like a login "facelift." This is because we opted not to touch any of the back-end processes that supported this login process (linked accounts, verifying email address, account recovery using restaurant or Payroll info). Doing so would have afforded our team additional flexibility in our designs, but it would come at the cost of additional development time and additional risk surfaces.

Defining the Problem

Support Case Analysis

I kicked off the discovery by analyzing 11 employer support cases we had received. This exercise allowed us to identify and size critical issues through the login process.