UNIVERSAL LOG OUT FEATURE
THE CHALLENGE:
Subscribers faced confusion and security concerns due to the lack of a universal log-out feature. This absence also contributed to subscribers reaching out to Customer Care, impacting the reps’ workload and ratings
KPIs:
Monitoring the number of clicks on the "Log Out Everywhere" button
Comparing pre-launch and post-launch customer feedback/comments
Tracking the number of post-launch tickets/calls to Customer Care related to "Log Out Everywhere"
Assessing overall customer satisfaction through measurable metrics
THE SOLUTION:
Implementation of a "Log Out Everywhere" feature on the web interface. This feature aims to provide users, including OTT and affiliate users, with the ability to log out from all devices with just one click. The enhanced UX replaced "Current Device" with "This Browser" to accurately convey the functionality.
Clear communication of successful log-out through a "Success" message banner
THE RESULTS:
Improved account security
Reduced workload for Customer Care
Enhanced user control over account sessions
Introduction of a precursor feature for Password Sharing Prevention
