# Password reset experience survey

Find obstacles in recovering product access.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. Which reset step was unclear?

Answer: ____________________

## 2. What did you expect after requesting a link?

Answer: ____________________

## 3. What would help you resume your task?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. An unclear reset step identifies where recovery instructions do not explain the required action. Ask about wording and sequence without requesting passwords or reset links.
2. Expected behavior after a reset request reveals uncertainty about confirmation, delivery or the next recovery step. Explain the verified flow without requesting passwords or links; expectations do not establish that the system sent a message.
3. Help needed to resume the task identifies what should follow successful recovery. Explain the verified continuation route without implying the reset preserves every interrupted action.

Interpretation caution: Never request passwords or reset tokens.


## Illustrative finding and follow-up

Observation: People overlook the expiry explanation in reset messages.

Action to test: Explain expiry and retry steps beside the link.

Follow-up: After trying the change, repeat “Which reset step was unclear?” with people who experienced it. Check whether they still describe the original issue: people overlook the expiry explanation in reset messages. Compare explanations and sample context, rather than claiming the change caused an improvement.