Lowe's

Checkout abandonment is one of the most costly friction points in any purchase funnel. I led the design effort and collaborated with Research to identify why customers were dropping off at sign-in, whether due to forgotten passwords or not realizing they already had an account, and to test solutions that would remove that barrier.

Taking inspiration from payment platforms like Shop and PayPal, I designed a streamlined flow that detected existing account holders based on their required contact information and delivered a one-time password for a quick, frictionless sign-in experience. Usability testing validated the approach, with participants finding the flow intuitive and easy to understand. The work directly supported the Purchase team's broader goal of reducing Checkout abandonment and keeping customers on the path to purchase.