With a high percentage of volunteers requiring access to their LMS—often after months or even years between logins—the traditional CSOD login page presented significant challenges for the BGCA. Volunteers frequently struggled to remember whether they had logged in before or found their credentials deactivated due to inactivity, leaving them frustrated and unsure of how to proceed.

To address this, eSkillz collaborated with BGCA to develop a streamlined workflow. Users now begin by entering their email address, after which they are directed down one of two paths: the traditional login process for returning users or a custom self-registration path for new users. For recognized email addresses associated with inactive accounts, the workflow automatically reactivates the user, eliminating unnecessary hurdles.

To enhance usability further, advanced design techniques were employed using Google Tag Manager to work within the constraints of an inflexible framework. This ensured users received the right guidance via tooltips, linked instructions, and improved page text. The interface was intentionally kept clean and simple, aligning with BGCA’s existing login experience while addressing user frustrations.

This solution not only improved accessibility for BGCA’s volunteers but also provided a seamless, intuitive experience tailored to their unique needs.