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Implement User Account Recovery System

groovetechnology.com

Information technology

Problem Statement

Users are frequently locked out of their accounts due to incorrect password attempts. The current system lacks a straightforward and secure self-service account recovery mechanism, leading to increased support costs, customer frustration, and potential security risks.

About the Client

Acme Corp is a leading provider of SaaS solutions for small and medium-sized businesses. They are experiencing high customer support requests related to account lockout issues.

Project Objectives

Reduce customer support tickets related to account lockouts by 50%.
Improve user experience by providing a convenient and secure account recovery process.
Enhance account security by implementing robust verification methods.
Minimize potential security risks associated with account lockouts.

Functional Requirements

Self-service password reset via email and/or SMS.
Security questions for identity verification.
Integration with existing user authentication system.
Account lockout duration and reset mechanisms.
Audit logging of all account recovery attempts.

Preferred Technologies

REST APIs

Secure email service (e.g., SendGrid, AWS SES)

SMS gateway integration (e.g., Twilio)

Existing authentication framework (e.g., OAuth 2.0, SAML)

Integrations Required

Existing user database
Email service provider
SMS provider

Key Non-Functional Requirements

High availability
Scalability to handle peak loads
Strong security to prevent unauthorized account recovery
Compliance with relevant data privacy regulations (e.g., GDPR, CCPA).

Estimated Impact

Implementing this system will significantly reduce customer support costs, improve customer satisfaction, enhance account security, and minimize the risk of unauthorized access. A streamlined recovery process will empower users and free up support staff to address other critical issues. It will also improve the overall brand perception of Acme Corp as a user-friendly and secure platform.