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Global Relay Login CX:
Reimagining Mobile-First approach in a Unified Access Flow

OVERVIEW

Problem

Global Relay needed a unified login experience across its suite of financial compliance tools. But with multiple authentication methods (ID/password and SSO), users were unsure how to log in, often encountering friction, errors, or unclear redirects—especially on mobile.

Outcome

I redesigned the mobile login flow to simplify access, reduce ambiguity, and build user trust. Starting with a single login ID entry point, the system intelligently determines the right path (password vs. SSO) and communicates progress clearly through each step.

Key Achievements

  • 45% increase in daily active users

CLIENT

Global Relay

Global Relay is a leading provider of archiving and compliance solutions for the financial industry, delivering secure SaaS platforms that help organisations manage communications data like emails and text messages. As part of their digital transformation, the company sought to unify and simplify its authentication system across services via a Global Login experience.

INFO

Team

1 x Lead UX/UI Designer

Role

- Research & Insight - User Experience Design - User Interface Design

Dates

12 Weeks

Explore the UX process

  • Research

    Research conducted, User interviews, User personas, contextual inquiry and Competitive analysis

    View

  • Ideation

    Brainstorming workshops, initial sketches and Information architecture

    View

  • Testing

    Usability testing, Feedback and Iterative design and A/B testing

    View

Key Challenges Identified

Underlying insights driving behaviours

Confusing Logout

Users don’t realise that logging out of one service ends access to all, causing unexpected disruptions.

Too Many Steps

Busy users want minimal input, fast feedback, and a smooth entry — every extra step adds friction.

Frequent Login Errors

Mistyped credentials, expired sessions, or unclear error messages disrupt access and increase frustration.

Poor Mobile Flow

Mobile users expect the same ease and functionality as desktop — without broken layouts or unclear navigation.

Unclear Login Path

Users are unsure if they’ll be prompted for a password or redirected via SSO, creating hesitation.

Lacks Visible Security

Even if secure, users need visible cues like badges or HTTPS icons to feel confident using the platform.

Simple Login/Access Granted

A frictionless experience from login to dashboard access, designed to build user confidence with straightforward actions and success confirmation.

Company Hosted Login (SSO Redirect)

Clear, supportive messaging guides users through the initial login process, with fallback options like Retry and Get Help in case of SSO issues.

Global Relay | Unified Dashboard

The Unified Dashboard gives users instant access to all Global Relay tools in one place — simplifying tasks with a clear, streamlined interface.

Error Handling Screens

Error states are handled with empathy and precision—offering next steps, support links, and clear explanations to reduce user frustration. (Each screen will be triggered in various flows.

Home Wallet

Enables quick access to wallet balances, top-up options, and transaction history directly from the top navigation bar.

Impact of features on BP Pulse’s user and operations

  • Increased User Satisfaction

    85% of users reported greater satisfaction due to personalised route recommendations and the "Home and Away" feature simplifying their charging experience.

  • Enhanced Station Utilisation

    Station efficiency improved by 30% due to predictive analytics optimizing charging schedules and reducing wait times.

  • Improved Revenue Generation

    Push notifications increased station usage, leading to a 20% rise in daily transactions per station.

  • Professional Driver Engagement

    Taxi-specific filters attracted 40% more professional drivers, creating a niche customer segment and increasing station revenue.

  • Reduced Operational Costs

    Eco-energy optimisation decreased energy wastage, cutting overall costs by 25% while improving sustainability metrics.

  • Enhanced User Retention

    Intuitive features and seamless user experience resulted in a 15% increase in repeat usage of BP Pulse charging services, strengthening customer loyalty.

In-app Nav & Route via charger

This feature implementation required a strategic roadmap and tech assessment. However, the potential concerns addressed with 'Plan your journey' feature, even small incremental changes could prove extremely beneficial to the customer.

The Endgame: Destination

User insights revealed that the ultimate goal is to charge safely, quickly, and conveniently. This led me to prioritise that end-goal in the design—replacing the 'Profile' icon with a 'Map' icon in the nav bar to better support immediate user needs and journey planning.

User flow for route via charger

We focused on creating a simple linear user flow to get users to their primary goal. The destination.

Sketches

To test and iterate designs quickly I sketched out the flow and organised information architecture.

Low-Fidelity Mockups

With a mixture of moderated and unmoderated testing environments. Low-fidelity mockups were created ready to test with users.