Description

OK, the next set of screens we’ll look at represent what you might encounter if you clicked a “Forgot Login or Password” link one of Pearson’s login pages.

• Are you familiar with the “Forgot Login or Password” links that appear on websites?
• Have you ever had to use this link? Have you ever forgotten either your login or password?
• What would you expect to see if you clicked on that kind of link?
• OK, let’s give it a try… Let’s say that you arrived at the login page for a Pearson MyLab and clicked the Forgot Username or Password link. This screen is displayed:

Forgot Password

• Is this what you expected to see? If not, tell me again what you were expecting?
• Take a minute and look over this page… what are you supposed to do here? (enter email addy)
• What email address would you normally use for a school-related site like this? Would you use your school email? Personal email? Would you create an email account just for this site?
• OK, let’s say that when you created your account here, you used the following email address: pearson_student@yahoo.com
• What do you think will happen when you enter that address on this screen? (will receive email… do users expect to stay in this browser, complete security questions, etc.)
• OK, let’s give that a try… Go ahead and type in the email address for me.

Email Sent

• Is this what you expected to see? If not, tell me again what you were expecting?
• Take a minute and look over this page… what are you supposed to do here? (check email)
• Does this information make sense?
• On a scale of 1-5, how confident are you that you know what to do at this point? (5=confident)
• What kind of information do you expect to see in the email that you’ll receive?

Inbox

• log into http://mail.yahoo.com (pearson_student / OpenLab1)
• OK, let’s take a look at the email that you received from Pearson.
• Take a moment to read this message. Let me know when you’re ready to talk about it…
• Is this what you expected to see? If not, what were you expecting?
• In your own words, tell me what you’re supposed to do now? (click reset password)
• On a scale of 1-5 (5=confident), how confident are you that you can follow these instructions?
• What do you expect to see when you click that link?
• OK, let’s give it a try...

Reset Password

• Ok, take a moment to look over this screen. When you’re ready to talk about it, let me know.
• What is your first reaction to this screen? Do you understand what you are supposed to do here?
• Describe what information is being shown in that area with the x and checkmark icons? (password guidelines)
• On a scale of 1-5 (5=useful), how useful is it to see that kind of information on this screen?
• Would you expect to be able to make it go away once you knew what the password requirements are?
• How would you expect to do that? (click PW guidelines link)
• Would you prefer to see that information when the page loads, or would you prefer to click that link to see it? Why?        

• Strength of preference on scale of 1-5 (5=prefer)
• Do you think that you’ll see asterisks when you start typing a new password, or do you think you’ll see the actual text?
• Which would you prefer? Scale of 1-5 (5=prefer)?
• OK, show me how you would change your password here. Let’s use this for the password:
• OpenLab1
• What is the “Show Password” option for? What do you think will happen if you click it?
• Give it a try..
• Is that what you expected?
• What do you expect to see after you click “Continue”?
• OK, let’s give it a try….