The access code dialog is arguably the most important screen during the installation process. The access code serves as a second level of authentication, known only to the user and the computer that GoToMyPC is installed; Citrix will never know the access code. As you can imagine, making this very clear to the user is critical: if you're on vacation and you forget your access code, GoToMyPC Customer Care cannot help.
We focused on the screen during the project. We integrated the creation screen with the installation process, ensuring a continues experience for the user. Initially we preserved the same content as in the Windows dialog.
I worked closely with the user research team as they conducted five rounds of user testing on the end-to-end installation experience, paying particular attention to the feedback on this screen. Based on the feedback, we made the following improvements: added in helpful visuals, reduced the amount of overall content, and added in a small orange key icon to serve as a mnemonic device (it also appears in the dialog that prompts users for their access code when they attempt to connect to their computer remotely). We collaborated with the security team to ensure the content was sound.
When the beta launch, there were 3,466 customer care calls related to the access code. That amounted to 4.63% of the total GoToMyPC call volume, or $55,456.
When GoToMyPC for Mac officially launched (6 months after the Beta), while the total number of contacts increased due to the sheer number of new customers we had, the percentage total of access code calls reduced to 3.62%.
Three years after the launch, calls concerning the access code total 1,967, about 2.83% total, which equates to $31,472.