<aside>
ℹ️
This pattern occurs in the ‘user identification’ step of the digital journey.
</aside>
Description
Most examples of a repair service are behind user-authenticated web apps (often called portals). This adds an access barrier and additional cognitive load on tenants.
Tenant burden:
- What details do I need to log in with?
- What is my unique reference number?
- What's my password?
- Two-factor identification
- Report a repair is often just an email form
- Accessibility issues
Organisational burden:
- 3rd party supplier costs
- Integration with other systems
- An additional channel to manage on an already complex service
Pattern
- Use a combination of familiar unique identifiers (not a login) to access services instead, like:
- name
- postcode
- date of birth
- Consider carefully whether you actually need a portal, especially if the repair service has no additional functionality once it is booked, like changing a booking.
Good examples
Resources