Why Account Recovery Should Not Depend on an Old Phone Number
People change phone numbers for many reasons, yet online accounts may continue to treat an old number as the only path to password recovery.
Why Government Portals Need a Clearer What Happens Next Screen
After submitting an online government form, users are often left with a confirmation number but little explanation of what comes next.
Online Portals Should Let Users Preview Uploaded Files
Users often attach important documents to online applications without being able to confirm whether the correct file uploaded or whether the pages appear in the right order.