[{"data":1,"prerenderedAt":405},["ShallowReactive",2],{"case-\u002Fen\u002Fcases\u002Furalsib-login":3,"cases-list-cases_en":331},{"id":4,"title":5,"body":6,"company":294,"cover":295,"description":299,"draft":300,"extension":301,"hero":302,"meta":305,"navigation":306,"ogImage":307,"order":308,"path":309,"period":310,"platform":311,"problemLine":312,"product":313,"prototype":314,"role":315,"seo":316,"status":317,"stem":318,"team":319,"tint":320,"tldr":321,"tools":326,"workType":328,"year":329,"__hash__":330},"cases_en\u002Fen\u002Fcases\u002Furalsib-login.md","Uralsib Online: one-gesture sign-in and access recovery without a call",{"type":7,"value":8,"toc":285},"minimark",[9,61,77,132,265],[10,11,14,19],"case-section",{"id":12,"label":13},"problem","Problem",[15,16,18],"h2",{"id":17},"every-sign-in-step-adds-friction-and-every-error-ends-in-a-phone-call","Every sign-in step adds friction, and every error ends in a phone call",[20,21,22,32,48],"case-grid",{},[23,24,28],"tile-text",{"label":25,"tone":26,":statement":27},"Usability test task","dark","true",[29,30,31],"p",{},"Andrey bought a Redmi Note 13. He doesn't remember his password and doesn't have his card on hand, but he has his passport. Sign in to the bank and make tomorrow's car loan payment — within 5 minutes, without calling.",[23,33,35],{"label":34},"For the business",[36,37,38,42,45],"ul",{},[39,40,41],"li",{},"Every access recovery loads the call center and branches.",[39,43,44],{},"A customer who can't sign in can't make a loan payment on time either.",[39,46,47],{},"Simpler sign-in must not make account takeover easier.",[23,49,53],{"label":50,"tone":51,"span":52},"Context","outline","full",[29,54,55,56,60],{},"The “Trusted device” concept for ",[57,58,59],"strong",{},"hypothesis 1: sign-in and access recovery",". The visual language is the “Uralsib · kit”, rebuilt from screenshots of the app in RuStore.",[10,62,65,69,73],{"id":63,"label":64},"research","What I learned",[15,66,68],{"id":67},"customers-get-stuck-on-passwords-phone-calls-and-cryptic-codes","Customers get stuck on passwords, phone calls, and cryptic codes",[70,71],"method-chips",{"items":72},"RuStore reviews, Current sign-in audit, Test task, Nielsen heuristics",[74,75],"insights",{":items":76},"[{\"title\":\"The app asks for a password even though the customer signs in with a fingerprint: one RuStore review cites 15 minutes to sign in. Biometrics fail with no explanation or fallback\",\"so\":\"One gesture on a familiar device, a password only where it's needed, and with an explanation\"},{\"title\":\"There's no dedicated flow for a new phone, and without a card or account number the only way back is a call or a branch visit\",\"so\":\"Recover with what's always on hand: a passport or card, no account number needed\"},{\"title\":\"Errors are bare codes with no reason given, e.g. “Error 1007: check your device for viruses”\",\"so\":\"An error is a reason plus a next step\"}]",[10,78,81,85],{"id":79,"label":80},"hypotheses","Options and decision",[15,82,84],{"id":83},"trust-the-device-instead-of-making-people-remember-a-password","Trust the device instead of making people remember a password",[20,86,87,94,121],{},[23,88,91],{"label":89,"tone":90,":statement":27,"span":52},"V2 concept: “Trusted device”","brand",[29,92,93],{},"On a familiar phone, sign-in takes one gesture. A password is required only on a new device, and always with a reason. Access is restored via SMS plus passport or card, without calling the bank.",[23,95,97],{"label":96},"Seven principles I checked every screen against",[98,99,100,103,106,109,112,115,118],"ol",{},[39,101,102],{},"One gesture on a familiar device.",[39,104,105],{},"A password only where it's needed, and with an explanation.",[39,107,108],{},"Recover with what's always on hand: a passport or card.",[39,110,111],{},"An error is a reason plus a next step.",[39,113,114],{},"Self-service to the end — no calls, no branch visits.",[39,116,117],{},"Customers see their devices and are notified of every new sign-in.",[39,119,120],{},"Nothing extra.",[23,122,124,129],{"label":123,"tone":26},"The security trade-off",[125,126,128],"h3",{"id":127},"simplicity-comes-paired-with-protection","Simplicity comes paired with protection",[29,130,131],{},"Simpler sign-in can make account takeover easier. So it comes paired with protection: a notification of every new sign-in sent to the previous device, a device list, and a limit on transfers to new recipients during the first 24 hours on a new phone.",[10,133,136,140,143,211],{"id":134,"label":135},"solution","Key decisions",[15,137,139],{"id":138},"four-scenarios-cover-everything-from-everyday-sign-in-to-a-bank-side-outage","Four scenarios cover everything from everyday sign-in to a bank-side outage",[29,141,142],{},"First, wireframes W1–W17, then hi-fi on the UI kit, a dark theme, and a clickable prototype. Every screen is annotated: current pain → solution → principle → Nielsen heuristic.",[20,144,145,155,162,166,180,193,197,201],{},[23,146,148,152],{"label":147},"Decision 1",[125,149,151],{"id":150},"one-gesture-instead-of-a-password","One gesture instead of a password",[29,153,154],{},"On a familiar phone we ask for a fingerprint right away; if it isn't recognized — straight to PIN, and after 5 wrong PINs — password sign-in, not a lockout. The password shows up no more than once every 90 days or on a risk signal, and always with a reason: “You haven't signed in for 3 months.”",[156,157],"tile-image",{"alt":158,"src":159,"width":160,"height":161},"Quick sign-in: “Good afternoon, Andrey” and a fingerprint button on a familiar phone","\u002Fcases\u002Furalsib-login\u002Fs-a1.png",630,1400,[156,163],{"alt":164,"src":165,"width":160,"height":161},"“Confirm it's you”: a choice of passport or card instead of an account number","\u002Fcases\u002Furalsib-login\u002Fs-b6.png",[23,167,169,173],{"label":168},"Decision 2",[125,170,172],{"id":171},"new-phone-forgotten-password-no-card-and-still-no-call","New phone, forgotten password, no card — and still no call",[29,174,175,176,179],{},"Sign-in by phone number and SMS code, the reason for the password — “You're signing in from a new phone”, identity check with a ",[57,177,178],{},"passport or card",". After sign-in we offer PIN and fingerprint right away, and the home screen shows a 24-hour limit banner with “Why?”: a payment on your own loan isn't subject to the limit.",[23,181,183,187],{"label":182},"Decision 3",[125,184,186],{"id":185},"customers-learn-about-every-sign-in-and-manage-their-devices","Customers learn about every sign-in and manage their devices",[29,188,189,192],{},[57,190,191],{},"“Is this you?”"," — a push and SMS to the previous phone with model, city, and time; “No” blocks the sign-in. In “My devices”, “Disconnect” takes one step: support used to advise checking your devices, but there was no tool for it.",[156,194],{"alt":195,"src":196,"width":160,"height":161},"“Is this you?” notification on the old phone about a sign-in from a Redmi Note 13, with “Yes, it's me” and “No, block it” buttons","\u002Fcases\u002Furalsib-login\u002Fs-c11.png",[156,198],{"alt":199,"src":200,"width":160,"height":161},"Bank-side outage screen: “Something went wrong on our side, your money is safe” and what you can do right now","\u002Fcases\u002Furalsib-login\u002Fs-c14.png",[23,202,204,208],{"label":203},"Decision 4",[125,205,207],{"id":206},"a-reason-and-a-next-step-instead-of-a-code","A reason and a next step instead of a code",[29,209,210],{},"Instead of “Error 400: clear the cache” — “Something went wrong on our side, your money is safe” and what you can do right now. Instead of “Error 1007” — an explanation without blame and a simple step: update Android or sign in via the web version.",[212,213,215],"all-screens",{"count":214},"8",[20,216,217,224,229,234,238,242,246,250,255],{},[156,218],{"alt":219,"src":220,"bg":221,"span":52,"width":222,"height":223},"Scenario A: quick fingerprint sign-in, fingerprint not recognized with a switch to PIN, PIN sign-in, and a password prompt with the reason “You haven't signed in for 3 months”","\u002Fcases\u002Furalsib-login\u002Fscenario-a.png","#F4F4F2",1800,1000,[156,225],{"alt":226,"src":227,"bg":221,"span":52,"width":222,"height":228},"Scenario B, part 1: phone number, SMS code, password with a reason, the “passport or card” choice, passport entry, and a new password with a requirements checklist","\u002Fcases\u002Furalsib-login\u002Fscenario-b1.png",720,[156,230],{"alt":231,"src":232,"bg":221,"span":52,"width":222,"height":233},"Scenario B, part 2: “Sign-in on Samsung A52 will be disabled”, enabling fingerprint, the home screen with a limit banner, a car loan payment of 18,400 ₽, and “Payment made”","\u002Fcases\u002Furalsib-login\u002Fscenario-b2.png",760,[156,235],{"alt":236,"src":237,"bg":221,"span":52,"width":222,"height":233},"Scenario C: “Is this you?” on the old phone, “We stopped the sign-in”, my devices, “You're already signed in on iPad”, and a lockout with a timer","\u002Fcases\u002Furalsib-login\u002Fscenario-c.png",[156,239],{"alt":240,"src":241,"bg":221,"span":52,"width":222,"height":233},"Errors and fallbacks: a bank-side outage, phone failed the check, code didn't arrive, passport mismatch, and quick sign-in in dark mode","\u002Fcases\u002Furalsib-login\u002Ferrors.png",[156,243],{"alt":244,"src":245,"width":160,"height":161},"Fingerprint not recognized: a short message and the PIN keypad right away","\u002Fcases\u002Furalsib-login\u002Fs-a1fail.png",[156,247],{"alt":248,"src":249,"width":160,"height":161},"Home screen after signing in on a new phone: a transfer limit banner and the upcoming car loan payment","\u002Fcases\u002Furalsib-login\u002Fs-home.png",[156,251],{"alt":252,"src":253,"width":254,"height":161},"Web sign-in in Safari on iPhone: phone, password, and an SMS hint for a new device","\u002Fcases\u002Furalsib-login\u002Fs-web-login.png",647,[23,256,258,262],{"label":257},"D · Web version on iPhone",[125,259,261],{"id":260},"the-same-pattern-where-theres-no-app","The same pattern where there's no app",[29,263,264],{},"Phone and password, plus an SMS hint for a new device. After sign-in — 3-step instructions for adding the bank to the Home Screen so it opens like an app. Names, amounts, and devices in the mockups are fictional.",[10,266,269,273,276,279],{"id":267,"label":268},"metrics","Results",[15,270,272],{"id":271},"success-means-customers-sign-in-and-pay-on-their-own-without-weakening-security","Success means customers sign in and pay on their own without weakening security",[29,274,275],{},"Metrics and thresholds are my proposals for validation, not bank data.",[267,277],{":items":278},"[{\"metric\":\"Share completing the test task in 5 minutes without a call\",\"why\":\"A direct check of scenario B in usability testing\",\"expect\":\"Most participants\"},{\"metric\":\"Share of access recoveries without support or a branch visit\",\"why\":\"The primary product metric\",\"expect\":\"Increase\"},{\"metric\":\"Support requests on the topic of sign-in\",\"why\":\"Business impact\",\"expect\":\"Decrease\"},{\"metric\":\"Share of one-gesture sign-ins on a familiar device\",\"why\":\"Whether principle 1 works\",\"expect\":\"Increase\"}]",[29,280,281,284],{},[57,282,283],{},"Guardrails:"," account takeover attempts and the rate of “No, it wasn't me”, fraudulent transfers from new devices, share of blocked sign-ins.",{"title":286,"searchDepth":287,"depth":287,"links":288},"",2,[289,290,291,292,293],{"id":17,"depth":287,"text":18},{"id":67,"depth":287,"text":68},{"id":83,"depth":287,"text":84},{"id":138,"depth":287,"text":139},{"id":271,"depth":287,"text":272},"Uralsib",{"src":296,"alt":297,"bg":298},"\u002Fcases\u002Furalsib-login\u002Fcover.png","Uralsib bank logo on a light grey background","#EBEBEB","A “Trusted device” concept for Uralsib Online: fingerprint sign-in, recovery via SMS and passport, clear error messages. 4 scenarios, wireframes W1–W17, a prototype.",false,"md",{"src":303,"alt":304},"\u002Fcases\u002Furalsib-login\u002Fhero.png","Three screens: quick fingerprint sign-in, a “passport or card” choice for identity verification, and the home screen with a new-phone limit banner",{},true,"\u002Fog\u002Fen\u002Furalsib-login.png",6,"\u002Fen\u002Fcases\u002Furalsib-login","2026","Android + web version on iPhone","New phone: no sign-in or access recovery without a call","Uralsib Online",null,"Scenarios and test task, product decisions, wireframes, hi-fi on the UI kit, clickable prototype",{"title":5,"description":299},"concept","en\u002Fcases\u002Furalsib-login","Solo","#E9E1F4",{"problem":322,"solution":323,"role":324,"effect":325},"The app asks for a password despite fingerprint sign-in; on a new phone without a card, access returns only via a call or a branch","“Trusted device”: one gesture on a familiar phone, a password only on a new one and with a reason, recovery via SMS plus passport or card.","Test task and 4 scenarios, every screen run through “pain → solution → principle → heuristic”, wireframes, hi-fi, prototype","Measurement plan: test task in 5 min without a call, recoveries without support; guardrail — account takeover attempts",[327],"Claude Design","Android + web · scenarios, UX\u002FUI, prototype",2026,"xHG_AR2AVBNQfLGTL-AoAMammi6Era5phAXSK7l3Xu8",[332,347,360,374,388,402],{"path":333,"company":334,"status":335,"problemLine":336,"workType":337,"cover":338,"hero":342,"order":345,"draft":300,"title":346},"\u002Fen\u002Fcases\u002Fbookberry-booking","BookBerry × Outglow","real","Direct hotel booking with price and terms clear upfront","Mobile web + desktop · flows, UI, design system",{"src":339,"alt":340,"bg":341},"\u002Fcases\u002Fbookberry-booking\u002Fcover.png","Bookberry AI logo on a light cream background","#FFFEED",{"src":343,"alt":344},"\u002Fcases\u002Fbookberry-booking\u002Fhero.png","Desktop room page: photo gallery, description, amenities and a right-hand column with the 4-night price, cancellation terms and add-ons",1,"BookBerry: direct hotel booking where price and terms are clear before payment",{"path":348,"company":349,"status":335,"problemLine":350,"workType":351,"cover":352,"hero":356,"order":287,"draft":300,"title":359},"\u002Fen\u002Fcases\u002Fbnberry-emails","BnBerry","In a minute, hosts see revenue, AI results and what to fix","Email · product design, 3 iterations",{"src":353,"alt":354,"bg":355},"\u002Fcases\u002Fbnberry-emails\u002Fcover.png","BnBerry logo on a violet background","#6366F1",{"src":357,"alt":358},"\u002Fcases\u002Fbnberry-emails\u002Fhero.png","Three email versions side by side: Voice of Guest with chips, a minimal version with AI insight and the approved Monthly Performance Recap","BnBerry: the monthly host email — from a review digest to revenue and actions",{"path":361,"company":362,"status":317,"problemLine":363,"workType":364,"cover":365,"hero":369,"order":372,"draft":300,"title":373},"\u002Fen\u002Fcases\u002Fpinterest-ai-control","Pinterest","A “less AI” setting exists, yet AI still fills the feed","iOS \u002F Android · research, UX\u002FUI, prototype",{"src":366,"alt":367,"bg":368},"\u002Fcases\u002Fpinterest-ai-control\u002Fcover.png","Pinterest logo on a pale pink background","#FFEDED",{"src":370,"alt":371},"\u002Fcases\u002Fpinterest-ai-control\u002Fhero.png","Three concept screens: feed with an “AI: All” chip, a sheet for choosing the AI content mode, and the feed with “AI: Hidden” on and an Undo button",3,"Pinterest: control AI content in two taps, right from the feed",{"path":375,"company":376,"status":317,"problemLine":377,"workType":378,"cover":379,"hero":383,"order":386,"draft":300,"title":387},"\u002Fen\u002Fcases\u002F2gis-ads","2GIS","Owners can’t buy ads themselves — only via a sales call","Web + mobile · research, UX\u002FUI, prototype",{"src":380,"alt":381,"bg":382},"\u002Fcases\u002F2gis-ads\u002Fcover.png","2GIS logo on a light blue background","#D5EDFF",{"src":384,"alt":385},"\u002Fcases\u002F2gis-ads\u002Fhero.png","Step 2 of 5, “Package”: three packages with a fixed price and call forecast, a selection summary and a “Next” button on the right",4,"2GIS: buying ads in the business account, no sales call needed",{"path":389,"company":390,"status":317,"problemLine":391,"workType":392,"cover":393,"hero":397,"order":400,"draft":300,"title":401},"\u002Fen\u002Fcases\u002Fazbuka-order","Azbuka Vkusa","After checkout, orders can’t be edited and issues go to chat","iOS \u002F Android · hypotheses, UX\u002FUI, prototype",{"src":394,"alt":395,"bg":396},"\u002Fcases\u002Fazbuka-order\u002Fcover.png","Azbuka Vkusa logo on a dark green background","#004018",{"src":398,"alt":399},"\u002Fcases\u002Fazbuka-order\u002Fhero.png","Three screens: order placed with a “You can edit until 14:20” timer, a delivered order with “Report a problem”, and choosing a refund to card",5,"Azbuka Vkusa: giving customers control of their order after checkout",{"path":309,"company":294,"status":317,"problemLine":312,"workType":328,"cover":403,"hero":404,"order":308,"draft":300,"title":5},{"src":296,"alt":297,"bg":298},{"src":303,"alt":304},1794339603189]