Credential Management
Don't wanna read? Listen my story!!
Credential Management is a web tool built for store managers at Walmart. It lets managers update MFA credentials and phone numbers for their associates on-site, without a helpdesk ticket or a wait. Before it existed, every credential issue ended the same way: a blocked associate, a helpdesk call, and time lost on the store floor.
Role:
UX Designer II
Duration:
3-4 months
The Challenge
01
Credentials are the entry point to everything a stpre associate does. When something breaks, work stops.
Three credential issues had no on-site resolution:
Password expiry: When a password expired, the only tool available was the Self Service Password Recovery tool, built for account recovery, not routine resets. Associates could not use it independently. Managers had no alternative to offer. Every case became a helpdesk call.
MFA credential ID changes: Getting a new device or reinstalling the Symantec VIP Access app generated a new credential ID. Updating it required navigating the SVIP portal, with no manager-facing interface and no guided process on-site.
Phone number changes: Associates enrolled in SMS-based MFA who changed devices or numbers had no clear path to update their authentication method without calling the helpdesk.
In every scenario the manager's position was the same: an associate needed help, and there was nothing they could do.
Solutions
02
The Home Page: Two Ways In
The landing page gives managers two entry points. They can select an action from the three cards (MFA Credential ID, Phone Number, Password) or search directly for an associate using the search bar in the header. Both paths lead to the same outcome.
The illustration on the home page is not decorative. It shows the exact moment this tool is built for: an associate across the desk, needing help now.
Action-First Flow: When the Task Is Clear
Selecting a card from the home page takes the manager straight to the credential update form for that action. The form uses a three-panel layout: available actions on the left, the associate selection and form in the center, and an activity log on the right. Managers can switch between credential types from the left panel without navigating back to the home page.
This flow is for managers who already know what needs to be done.
Employee-First Flow: When the Person Arrives First
Searching for an associate from the header takes the manager to that associate's profile page first. The profile shows their role, employment type, store number, manager, and contact details, giving full context before any action is taken. The same action cards appear on the profile, and selecting one leads to the credential update form.
This flow came directly from usability testing. When the tool opened with action categories, managers were confused. They did not know what they could do or how to help the person in front of them. Starting with the person instead of the category resolved the confusion entirely.
The Credential Update Form: Built for Accountability
Both flows converge at the same form. The manager confirms the associate, enters the new credential details, and submits. Before submitting, they must check an attestation confirming that the associate is physically present, in person, and has requested the change.
The attestation is not friction. It is accountability built into the moment of use, tying every credential change to a verified, in-person interaction.
The activity log on the right panel records each update with a timestamp, providing a full audit trail for every action taken in the tool.
Password Management: Coming Soon
Password creation and reset is visible on the home page with a Coming Soon badge. It is currently in pilot at store 1. When released, it will complete the full credential management scope: MFA, phone number, and password, all resolvable on-site without a helpdesk call.
Impact
03
Why this matters.
Aug to Sep 2025
13.26%
Sep to Oct 2025
42.25%
Oct to Nov 2025
72.06%
Aug to Nov 2025 (overall)
86.01%
Reflection
04
What I’d take forward.
The design decision that mattered most on this project did not come from the spec. It came from usability testing, watching a manager open the tool and not know how to help the person standing in front of them.
The action-first flow was logical. The employee-first flow was true to the moment. Designing for both meant the tool could meet managers where they actually were, not where the product assumed they would be.
What used to require a helpdesk call and a wait now takes two minutes at the desk. The tool did not just reduce operational load. It gave managers the ability to actually help their team.
Credential Management
Don't wanna read? Listen my story!!
Credential Management is a web tool built for store managers at Walmart. It lets managers update MFA credentials and phone numbers for their associates on-site, without a helpdesk ticket or a wait. Before it existed, every credential issue ended the same way: a blocked associate, a helpdesk call, and time lost on the store floor.
Role:
UX Designer II
Duration:
3-4 months
The Challenge
01
Credentials are the entry point to everything a stpre associate does. When something breaks, work stops.
Three credential issues had no on-site resolution:
Password expiry: When a password expired, the only tool available was the Self Service Password Recovery tool, built for account recovery, not routine resets. Associates could not use it independently. Managers had no alternative to offer. Every case became a helpdesk call.
MFA credential ID changes: Getting a new device or reinstalling the Symantec VIP Access app generated a new credential ID. Updating it required navigating the SVIP portal, with no manager-facing interface and no guided process on-site.
Phone number changes: Associates enrolled in SMS-based MFA who changed devices or numbers had no clear path to update their authentication method without calling the helpdesk.
In every scenario the manager's position was the same: an associate needed help, and there was nothing they could do.
Solutions
02
The Home Page: Two Ways In
The landing page gives managers two entry points. They can select an action from the three cards (MFA Credential ID, Phone Number, Password) or search directly for an associate using the search bar in the header. Both paths lead to the same outcome.
The illustration on the home page is not decorative. It shows the exact moment this tool is built for: an associate across the desk, needing help now.
Action-First Flow: When the Task Is Clear
Selecting a card from the home page takes the manager straight to the credential update form for that action. The form uses a three-panel layout: available actions on the left, the associate selection and form in the center, and an activity log on the right. Managers can switch between credential types from the left panel without navigating back to the home page.
This flow is for managers who already know what needs to be done.
Employee-First Flow: When the Person Arrives First
Searching for an associate from the header takes the manager to that associate's profile page first. The profile shows their role, employment type, store number, manager, and contact details, giving full context before any action is taken. The same action cards appear on the profile, and selecting one leads to the credential update form.
This flow came directly from usability testing. When the tool opened with action categories, managers were confused. They did not know what they could do or how to help the person in front of them. Starting with the person instead of the category resolved the confusion entirely.
The Credential Update Form: Built for Accountability
Both flows converge at the same form. The manager confirms the associate, enters the new credential details, and submits. Before submitting, they must check an attestation confirming that the associate is physically present, in person, and has requested the change.
The attestation is not friction. It is accountability built into the moment of use, tying every credential change to a verified, in-person interaction.
The activity log on the right panel records each update with a timestamp, providing a full audit trail for every action taken in the tool.
Password creation and reset is visible on the home page with a Coming Soon badge. It is currently in pilot at store 1. When released, it will complete the full credential management scope: MFA, phone number, and password, all resolvable on-site without a helpdesk call.
Password Management: Coming Soon
Impact
03
Why this matters.
Metric
Before
Aug to Sep 2025
13.26%
Sep to Oct 2025
42.25%
Oct to Nov 2025
72.06%
Aug to Nov 2025 (overall)
86.01%
Reflection
04
What I’d take forward.
The design decision that mattered most on this project did not come from the spec. It came from usability testing, watching a manager open the tool and not know how to help the person standing in front of them.
The action-first flow was logical. The employee-first flow was true to the moment. Designing for both meant the tool could meet managers where they actually were, not where the product assumed they would be.
What used to require a helpdesk call and a wait now takes two minutes at the desk. The tool did not just reduce operational load. It gave managers the ability to actually help their team.
Credential Management
Don't wanna read? Listen my story!!
Credential Management is a web tool built for store managers at Walmart. It lets managers update MFA credentials and phone numbers for their associates on-site, without a helpdesk ticket or a wait. Before it existed, every credential issue ended the same way: a blocked associate, a helpdesk call, and time lost on the store floor.
Role:
UX Designer II
Duration:
3-4 months
The Challenge
01
Credentials are the entry point to everything a stpre associate does. When something breaks, work stops.
Three credential issues had no on-site resolution:
Password expiry: When a password expired, the only tool available was the Self Service Password Recovery tool, built for account recovery, not routine resets. Associates could not use it independently. Managers had no alternative to offer. Every case became a helpdesk call.
MFA credential ID changes: Getting a new device or reinstalling the Symantec VIP Access app generated a new credential ID. Updating it required navigating the SVIP portal, with no manager-facing interface and no guided process on-site.
Phone number changes: Associates enrolled in SMS-based MFA who changed devices or numbers had no clear path to update their authentication method without calling the helpdesk.
In every scenario the manager's position was the same: an associate needed help, and there was nothing they could do.
Solutions
02
The Home Page: Two Ways In
The landing page gives managers two entry points. They can select an action from the three cards (MFA Credential ID, Phone Number, Password) or search directly for an associate using the search bar in the header. Both paths lead to the same outcome.
The illustration on the home page is not decorative. It shows the exact moment this tool is built for: an associate across the desk, needing help now.
Action-First Flow: When the Task Is Clear
Selecting a card from the home page takes the manager straight to the credential update form for that action. The form uses a three-panel layout: available actions on the left, the associate selection and form in the center, and an activity log on the right. Managers can switch between credential types from the left panel without navigating back to the home page.
This flow is for managers who already know what needs to be done.
Employee-First Flow: When the Person Arrives First
Searching for an associate from the header takes the manager to that associate's profile page first. The profile shows their role, employment type, store number, manager, and contact details, giving full context before any action is taken. The same action cards appear on the profile, and selecting one leads to the credential update form.
This flow came directly from usability testing. When the tool opened with action categories, managers were confused. They did not know what they could do or how to help the person in front of them. Starting with the person instead of the category resolved the confusion entirely.
The Credential Update Form: Built for Accountability
Both flows converge at the same form. The manager confirms the associate, enters the new credential details, and submits. Before submitting, they must check an attestation confirming that the associate is physically present, in person, and has requested the change.
The attestation is not friction. It is accountability built into the moment of use, tying every credential change to a verified, in-person interaction.
The activity log on the right panel records each update with a timestamp, providing a full audit trail for every action taken in the tool.
Password Management: Coming Soon
Password creation and reset is visible on the home page with a Coming Soon badge. It is currently in pilot at store 1. When released, it will complete the full credential management scope: MFA, phone number, and password, all resolvable on-site without a helpdesk call.
Impact
03
Why this matters.
Period
Helpdesk call reduction
Aug to Sep 2025
13.26%
Sep to Oct 2025
42.25%
Oct to Nov 2025
72.06%
Aug to Nov 2025 (overall)
86.01%
Reflection
04
What I’d take forward.
The design decision that mattered most on this project did not come from the spec. It came from usability testing, watching a manager open the tool and not know how to help the person standing in front of them.
The action-first flow was logical. The employee-first flow was true to the moment. Designing for both meant the tool could meet managers where they actually were, not where the product assumed they would be.
What used to require a helpdesk call and a wait now takes two minutes at the desk. The tool did not just reduce operational load. It gave managers the ability to actually help their team.