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process in mobile

application

2025 - Part of the project for Google UX Design

Professional Certificate

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Figma Photoshop Illustrator Miro

The First Step:

DISCOVER

Where the Road Starts PHASE

About
As a beginner UX designer working on my first project in the Google Professional UX

“The first step is often the hardest.” Design Course, I was tasked with designing a mobile app for a trendy florist. While
tackling this challenge, I found myself questioning a fundamental issue:

What prevents users from fully engaging with an app

from the start?

My own experience was piqued by the thought that the very first interaction users
have with any app—the login and sign-up process—could either make or break their
experience.  

Through thorough research, I discovered that a frustrating login experience is a

major pain point for users of all backgrounds, ages and technical abilities, often
leading to high abandonment rates.

Understanding
The login/sign-up process

needs to be accessible to

the problem Complexity &

Overload of
users with disabilities, such

as those using screen

Information
readers, or those with

Problem statement
limited dexterity or visual

impairments.

Many apps require users

Users often encounter frustration and confusion during the login and to input a lot of

information upfront
sign-up process of mobile applications, leading to high abandonment
during the sign-up or
Accessibility
rates.

login process, which can Challenges

The initial interaction with an app can set the tone for the entire user
overwhelm them.

journey, yet many apps present a complex or overwhelming start.

This issue affects users of all ages, backgrounds, and technical abilities,

making it essential to simplify and streamline the process in a way that

Offering too many login

is intuitive, inclusive, and engaging.

options (email, phone, social

media) can make the Multiple Login

process seem cluttered or Options

overwhelming, leading to

confusion.
Quantitive Research RESEARCH
PHASE

User Problems
1. Too Many Steps in the Registration Process

86% of users are likely to abandon a sign-up process if they have to go through too
86% many steps, according to a Criteo study.
73%
57% 2. Social Login Frustrations

55% 73% of users prefer signing up using social logins (Google, Facebook, etc.) because it’s
faster, according to a LoginRadius report.
40%

3. Overly Complicated Password Requirements

57% of users find password requirements (e.g., special characters, upper/lowercase

letters, and numbers) too complex and frustrating, according to a Norton Cybersecurity
Insights survey.

4. Complex or Lengthy Sign-Up Forms

55% of users abandon a sign-up process if the form is too long or complex, according
to Formstack's survey.

5. Forgot Password / Password Reset Issues

40% of users abandon apps or services after struggling with password reset issues
What I learned
Fast, Responsive
Interfaces:

Quick loading times and

minimal distractions

Through thorough research I learned a lot of interesting facts about user pain points and
Minimal Data Entry:
multiply frustrations that users experience during log in and sign up process Only essential
MINIMALISM information is
required, with no
Password Reset and Error Handling: Password reset and error messages are among the redundant fields.

ssible solutions
most frustrating issues. Users tend to abandon apps when these processes are slow or

unclear

Sign-Up Form Complexity: Long or overly complex sign-up forms contribute significantly

to abandonment, especially if too much information is requested upfront

Social Login Options: Missing or poorly implemented social login options (Google,

Facebook, Apple) significantly reduce the ease of entry for users, leading to drop-offs

Speed and Simplicity: A fast and simple sign-up/log-in flow is critical—slow or

complicated processes result in significant frustration and abandonment. Simplifying

login

and sign up

forms
 Po
Goals & Possible solutions Implementing multi-
device login support to
allow users to stay
logged in across
devices
OFFER MULTIPLY
Providing clear,

actionable error
LOGIN OPTIONS
messages Offering password
Create a Offering alternative

recovery options that sign-up/log-in through

are easy to follow and Seamless and social media

quick to complete Intuitive User
Flow
“When you design
Offer
password
something, you are
recovery
optionss
designing the experience.
Reduce Time to You are creating the
Access
journey that the person is
UI is simple,

intuitive, and
going to go on.”

fast to navigate
Don Norman

Qualitative Research RESEARCH
PHASE
NEED 1

Simplified
User Persona 1 Registration
Process

Name:
Mei Lin Zhang
MAIN PAIN POINTS

Age:
29
Too Many Steps in the Registration Process:
Gender: Female
Sometimes, the apps she’s interested in require too NEED 2

Marital status
Single
much information during registration, which frustrates Flexible
Location: Hongkong, China
her, especially when she’s trying to explore new Password

Setup
Occupation:
Freelance Graphic Designer
services quickly.

Tech Proficiency: Tech Proficiency: Advanced Overly Complicated Password Requirements: The
requirement for complex passwords is a hassle. Mei Lin
feels that some apps ask for too much (e.g., special
Cultural Background:
characters, numbers, uppercase) when she's just looking
Mandarin-speaking, with a keen interest in technology
for a way to quickly set up an account.
and design. She has a preference for streamlined and
modern solutions and is used to engaging with digital
tools in both Chinese and English.

Goals:

Mei Lin enjoys experimenting with new apps and

services but values seamless, frictionless access when
trying out new platforms.
User Persona 2
Name:
Juan Carlos Ramirez

" I just want to get in and get out, without having to

Age:
45

deal with a lot of details. I’m too busy to deal with Gender: Male
NEED 2
MARITAL STATUS:
Married
Efficient
resets and endless forms." Location: Mexico City, Mexico
Password
Occupation:
Running a local café
Reset
Tech Proficiency: Intermediate
Cultural Background:

Bilingual (Spanish/English), values simplicity and MAIN PAIN POINTS

practicality due to a busy schedule

Forgot Password / Password Reset:

Goals:
Often forgets passwords due to managing multiple accounts for his
Juan wants to manage his business more efficiently business and personal use. The reset process is often too complicated
through apps but struggles with sign-ups and logins due or requires too many steps.

to forgetfulness and complex processes. Complex or Lengthy Sign-Up Forms:

Finds lengthy forms intimidating. As a small business owner, time is

limited, and he prefers processes that don’t take too long to
complete.

NEED 1

Overly Complicated Password Requirements:

Simple &
He understands the importance of security, but password complexity
Quick Login
rules confuse him and often lead to failed attempts.
User journey at glance
Feeling:

overwhelmed
Mei Lin gets frustrated and a bit
Feeling:
annoyed by the complex At the end, she still
excited registration form can’t manage to set up
the password.
3

Feeling:

frustrated
1 5
6
Mei Lin wants to order some Feeling: getting Feeling:

flowers for her friend’s birthday. upset unhappy

She finds mobile app which she & annoyed

would like to use

4
She tries to register She gets stuck with
at the app but finds setting up password.
the process too And becomes really
complicated and upset that there is
2 time consuming no simple method to As a result, she abandons the
do it app and is really irritated and
Feeling:
unhappy.
confused
Competitive Analysis
Companies Type of competitor Navigation UI/Forms Features Best for

Indirect competitor Minimal steps require Simpl Privacy-focused: Users can Works across apps and
No need to create new Intuitiv choose to hide their email websites that support Sign In
passwords (you can use Uncomplicated
address if they want.
with Apple.
your existing Apple ID)

Indirect competitor Easy to follo Straightforwar Password management with Simple, easy-to-read error
Single sign-on (SSO) Easy to understand Google’s password manager messages when credentials
integration.
are incorrect.

Indirect competitor Simple, easy-to-navigate Clea Multiple login options (email, One-click login after the
interface. No long forms—just Google, Facebook, Apple) initial sign-up (for returning
essential information users)
required

Indirect competitor Minimal sign-up steps Clean, intuitive UI with Encourages easy transition No unnecessary
(email or social login) clear instructions to the main app with a information required, just
fun, engaging interface an email and password or
social login

Direct competitor Repetitive sign-up steps Not enough clea There are no interesting Log in as guest
(email, then again email, Filled with marketing features
name, password, only one content, thus messy a bit
social login).
Key Insights

Social media
Social Login Options: Google, Facebook, and Apple are
commonly used to allow users to sign up or log in quickly
without creating new credentials.
1

What I learned Data entry

Minimal Data Entry: Only essential information is required,
Fast, responsive interfaces and 2 with no redundant fields.
quick loading times and minimal
distractions help users move
through the sign up/log in process
quickly. These can be done by
Error messages
social media login options, simple
3 When something goes wrong, clear and actionable error
forms, clear error messages and
messages guide the user to fix it quickly without
simple password management. confusion.

4 Password management
O ering options or sers to manage pass ords, either
ff f u w

through auto fill or password managers, helps streamline the

-

login process.
User Flow
Sign Up User Flow

To identify possible navigations routs of the users

whilst signing up into mobile app I have created

user flow diagram.

The diagram clearly shows different scenarios DESIGN

that users may experience when they register PHASE

into mobile app.

These include following steps

registration through Facebook account

registration through Google account

signing up through application form provided by

mobile app

errors whilst setting up password

errors whilst repeating password

successful signing up paths.

Log in user flow

I have applied the same diagram tool to present

possible navigational steps that user may take

whilst logging in to mobile app.

These include following paths

login through Facebook account

login through Google account

login through application form provided by

mobile app

errors whilst forgetting password

setting up a new password when the previous

one was forgotten

successful login paths.

From Paper To Screen

Initial Sketches First Wireframes
E STER FORM /
E STE /

R GI R
LOGIN FORM E STER FORM
R GI
LOGIN FORM R GI
FORGO
LOGIN
T PASSWORD PASSW D E OR RROR

LOGIN REGISTER LOGIN REGISTER LOGIN LOGIN REGISTER

FORGOT YOUR PASSWORD?

Write user name/email address Write user name Write user name

Write your email address Write your email address

Write your password Write your valid email address

Forgot password? !
Create Password ERROR!
SEND LINK Your password must be 10 characters long and
LOGIN contain special characters....
Repeat Password

OR LOG IN Remember password Repeat Password

Remember password
Facebook REGISTER

REGISTER
Google OR REGISTER through

I draw initial sketches to visualize user steps for login and OR REGISTER through

register flow. Then I incorporated these initial ideas into

Facebook
Facebook

wire-framing that was a solid base to develop first design Google

mockups.
Google
Implementing Ideas Confirmation Login Page

Home Page

Sign up Mockups
Smooth Flow

Welcome Page Register Page Input Data Data Completion

Input Data Login Complete

 Input Data Confirmation
Error Flow

Home Page

Welcome Page Register Page Input Data Error Page

Input Data Login Complete

Sign up with Facebook account

Welcome Page Register Page Social Media Sign up with Facebook Input Data Confirmation Home Page
Sign up with Google account
Start Page Register Page Sign up with Google Google Account Choose Account

Home Page

Enter Password Input Password Verification Input Code Confirmation

Sign up with Google account
Start Page Register Page Sign up with Google Google Account Choose Account Enter Password Password Input

Home Page

Verification Code Input Error New verification New Code Input Verification Confirmation
Log In Mockups
Home Page

Unobstructed Flow

Start Page Login Page Login Input Data Successful Input Data
Forgot Password Flow

Start Page Login Page Login Input Data Wrong Password Forgot Password Email Input Home Page

Reset Password New Password Password Input Confirmation Data lnput Login
Usability Study TESTING

Key insights PHASE

Sign in

After creating the high-fidelity prototype, I conducted a round of Process

usability testing to identify potential pain points that could prevent
users from completing the login and registration process smoothly
INSIGHT 1
and successfully.

I grouped the most common issues into three key insights that had
previously been overlooked.
Mira (67) Kathe (36) Shota (21) Jacob (43)
“I didn’t understand
“After finally “No way! There are “Too complex to
the password deciding on so many things to set up a password.
specifications. Too password, it turned take into account I need easier
Lack of clear guidance how to set up a passwor long!” out it was wrong !” to set up instructions”
password”

Inconsistent or unclear password instructions (e.g., on character

length, special characters, or password strength) can confuse
users and lead to errors during the sign-up or reset process.

INSIGHT 2

Bad formed specifications of Password Requirements & lack

of info whether or not the password was set up correctl
John (67) Jacob (43) Kathe (36) Shota (21)
Long, complex password requirements without visual “The password “There were no “The password “Shocked! No clear
communication can lead to frustration instructions were password spec specifications instructions to set
not set up whilst filling up where not specified up a password!”
Lack of information if password was set up correctly may result properly.” the form to sign whilst signing up.
in user’s stress
up!” The worst!”
 INSIGHT 3
Lack of visual communication and indification why password
was set up wrongly

Inconsistency and lack of visually communicated information

may lead users to experience frustration and confusion whilst Jacob (43) Shota (21) John (67) Mira (67)
setting up a password

“I don’t “It’s annoying - I “Why? What did “How can I set it

understand. Why don’t know what I do wrong?” up well if there
was it wrong?”
went wrong.” is no guidance
how to do it?”

Forgetting password whilst logi

Users often forget passwords due to the complexity of

password requirements or because they manage too many
accounts.

Login

Process

INSIGHT 4

The key insights indicated after first round of usability studies have
Mira (67) Jacob (43) Shota (21) John (67)
thought me that some significant issues were overlooked.

“The password “It’s annoying “When you need “I’m giving up.
was to complex when you have to set it up again Again setting up
to remember.”
to set up again it’s really time password? ”
password.” consuming.”
As a result, further research into setting up a password whilst
creating a new account must have been done and design iterations
were necessary to create intuitive and user friendly navigation.

Further Research
New Challenges & Issues Key Findings
1. Lack of Clear Guidance

Confusing Labels Lead to Abandonment: Studies show that abandonment

rates can be as high as 68%, with confusing or unclear labels being a
significant contributing factor.1

2. Forgetting Password

According to a 2020 LastPass report, 59% of users have trouble

59% remembering their passwords.2

3. Avoidance of Password Resets:

According to Bitwarden's 2025 Global Survey, 55% of respondents have

abandoned an account or created a new one simply to avoid going
68% through the password reset process.3
55%
Impact on E-commerce:

An eMarketer article highlights that more than 4 in 10 consumers (42%)

abandoned a purchase at least once in the past month because they
50 couldn't remember their password, with the share being higher among
42% younger consumers.4

Notes: LastPas
Mediu
Bitwarde
Emarketer
Possible solutions
National Institute of Standards

Recommendations RECOMMENDATIONS FROM EXPERTS and Technology (NIST)

What I learned/My solutions OWASP (Open Web Application

Security Project)
Prioritize Length Over Complexity: Longer
passwords (12+ characters) are more secure
than complex ones with mixed characters.

Solution

Minimize Password
1
Requirements: OWASP
recommends requiring a Solution
Apple
minimum length of 8 2
My solutions focus on: Use password strength
meters
Clear and visual guidance to create secured and Apple prioritizes
LEARNING FROM
simplicity and security,
strong passwords: Focusing on passwords (8- 3. Microsoft Solution

especially in the
3 AVAILABLE RESOURCES context of mobile
characters +) containing symbols, upper & lower
Microsoft’s guidelines focus devices and apps
cases and special signs, numbers. Creating visual on both user convenience
and security.
Apple suggests using at
and informative guidebook.

least 8 characters,
They emphasize simplicity ideally longer, and
while maintaining high recommends using a
Password Managers: Encouraging users to use security standards. Solution
mix of numbers,
Solution

password managers to generate and store strong, 4 5 symbols, and

uppercase/lowercase
unique passwords for log in or sign up. letters only if the user
Google is creating a password
that is not a passphrase.

Encourage Long Passwords: Google

recommends that users create
passwords that are at least 8 characters
long, but ideally, they should be longer
for added security.

Iteration Based on Insights

Mockups amendments BEFORE AFTER

ITERATION
PHASE

“Shocked! No clear instructions to set Setting up a clear

up a password!” (Shota 21)

guidance for the

users how, step by
First Insight:

There is no step, set up a

information how to password.
Bad formed specifications of password set up a password
requirements & lack of clear guidance.

which led to
inability of
All of the users who took part in the
usability study, whilst trying to create an completing the
account registration form
and abandoning the
experienced frustrations due to lack app
of information how to properly set up
a strong and secured passwor
felt upset due to lack of clear
guidance during setting up a password

ITERATION
“There was no info if the
BEFORE AFTER

password which I set up was

correct. I was worried that I did

something wrong.” John (67)

Putting “ green tick”

There is no gives clear

Second Insight:

indication if the information on the

email address is email being used is

Lack of clear information if password

correct correct

that was set up by the user is secured,

strong or correct.

Every third of the fifth users who took

part in the usability study, whilst trying to Setting up a clear

There is no
create an account
information for the
information if the

users if the
password is
experienced frustrations due to lack
password is being
correct, strong
of information if the password was
set up correctly
set up correctl and secured.

felt worried due to lack of visual

information about password security

ITERATION
“After finally deciding on BEFORE AFTER
password, it turned out that it
was wrong !” Kathe (36)

Putting “ green tick”

Third Insight:

There is no gives clear

indication if the information on the
Lack of clear information or visual email address is email being used is
indication why exactly password was
correct correct
wrong

Every third of the fifth users who took

part in the usability study, whilst trying to
create an account Setting up a clear
There is no clear information for the
experienced frustrations due to lack information what users what requires
of clear information why password went wrong whilst to be input and
was wron setting up a what is already
password correct
felt upset due to lack of visual
indications why password should be
corrected

ITERATION
Prototype
HI - FI

PROTOTYPE
Video
PHASE

The video presents Hi-Fi prototype of

signing up user flow into mobile application.

At the End SUMMARY

Business Outcomes
By enhancing the login and sign-up experience, businesses can see a direct impact on their bottom line.

Improved UX design in these areas not only increases user retention but also drives higher conversion rates, leading

to increased revenue. 1

Increased Conversion Rates Improved User Satisfaction & Engagement 3. Enhanced User Retention
Simplifying the registration process , A seamless login experience contributes to
A streamlined onboarding experience,
such as reducing form fields or higher user satisfaction. Research shows
including an intuitive login/sign-up
enabling social login, can that 74% of visitors are likely to return to
flow, is crucial for retaining users.
significantly boost user sign-ups. a site with good mobile UX

Studies indicate that a mere 5%

For instance, social logins have been 90% of smartphone users are more likely
increase in user retention can lead to
shown to increase registration rates to continue shopping if they have a great
a 25% to 95% boost in profits. 4
by up to 90%. 2 user experience. 3

Notes: ResearchGat

VerticalRespons

UXCa

Medium
My insights
“The ability to simplify means to eliminate the SUMMARY

unnecessary so that the necessary may

speak.” Hans Hoffman, German-born, American painter

Prevent issues before they happen Clear guidance is everything Simplicity is powerful

One of the most important lessons I Thanks to testing and iteration, I saw This project reminded me one of

have taken during this project was firsthand how small iteration like adding the core design principles I

realizing how much smoother the user inline instructions and real-time visual learned through my professional

journey can be when we identify the and informative feedback can improve experience - simple design leads

main pain points in advance and see user experience and increase user to great experiences and the

the supported data, that can guide us confidence in finishing task clarity often lies in restraint.

for the improvement.

I think clear conscious guidance plays I tried to follow that rule by

On the personal level, I have learned to the key role in designing good interfaces. minimizing the number of steps

follow the users not my own to complete the task and

assumptions about the issues. eliminating unnecessary elements

that might obstruct the users.

THANK YOU