⏮️ Context

There is a significant opportunity to improve user autonomy within the Guest App. Currently, users are unable to update their email addresses directly through the app, relying instead on Support Operators for this task. This not only places a burden on our support team but can also lead to outdated email data, affecting our communications.

❔ Hypothesis

Introducing a self-service email update feature will enable users to manage their profiles independently, leading to a more satisfying and efficient experience. This change will also reduce the workload on support teams, allowing them to address more critical issues and improve overall operational efficiency.

Must-Haves

1. Self-Service Email Update Functionality in the Guest App

   1. Allow users to update their email addresses directly within the Guest App.

   2. Directly addresses the primary problem of user inconvenience and need for support.

2. Email Format Validation

   1. Implement front-end validation to verify the format of the new email address before submission.

   2. Ensures that users enter valid email addresses.

   3. Show error messages if email format is invalid.

3. OTP Verification for New Email Address

   1. Send a One-Time Password (OTP) to the new email address for verification before updating it in the system.

   2. Secures the email update process by verifying user identity and ownership of the new address.

4. Confirmation Emails

   1. Keep users informed about changes to their profiles, enhancing transparency and security.

   2. Send confirmation emails to both the old and new email addresses when an update is made.

5. Observation logs for Email Updates

   1. Maintain a simple log of success/error instances of email changes for observability purposes.

   2. Enables observability of the feature health and fast action in case of problems.

6. User behavior analytics for Email Updates

   1. Track and analyze user interactions with the email update feature to gain insights into its adoption and effectiveness.

   2. Provide data-driven insights to evaluate the feature's success and identify areas for improvement.

A hypothetical user flow would be:

Open

Success Metrics