The document describes improvements to a member password reset workflow for an online health portal. Key changes include: 1. No longer sending a temporary password via email and instead requiring the user to create a new password. Additional identifiers like ZIP code and SSN are also requested if date of birth cannot be validated. 2. Demographic information is verified before allowing the user to set a new password, and the option to bypass password creation is removed. 3. A confirmation email is sent after successful password reset along with instructions for signing in to the member portal immediately.

1. Member Password Reset Abrasion Points
We have reviewed customer complaints regarding password reset and
we have identified a number of abrasion points.
Sending a temporary password via email
We’re confusing the member by offering instant access to the member portal
once the member has authenticated while simultaneously sending a temporary
password via email. This is redundant and is causing confusion; as once the
member has entered the portal, the temporary password no longer works.
Additionally, no longer sending password via email is inline with Info-Security’s
recommendations.
Fixes
• No longer send a temporary password via email when member resets
password (a “reset confirmation” email will be sent instead).
• Require the user to create a new password (previously they could skip)
Providing additional verifiers beyond DOB
We often receive incorrect DOB from the state for HIX members.
Fixes
• Provide additionally identifiers (ZIP and SSN)
Detailed suggestions to remediate are outlined in this presentation.

2. Validate ID and DOB
Verify Demographic
Information Create New Password
Email with Temporary
password
Confirmation Page Secure Member Portal
Current Member Password Reset Workflow
A C
E
DB
Created after successful
demographic verification.
ID, DOB and Demographic verification
ID and DOB are verified before Demographic
information verification. Both must be
successful to proceed.
A B C Confirmation Page
Confirmation that password was successfully
reset. A link is provided to access secure
member portal immediately.
D Create New Password
Before entering the secure member portal, an
option to create new password is provided. The
end user can choose not to create a new password
and go directly to the secure member portal.
E Email with Temporary Password
Confirmation email with a temporary password
provided.

3. Validate ID and DOB
Verify Demographic
Information
Create New Password
Comfirmation
Email
Confirmation PageIs the DOB valid?
Validate ZIPCODE or
SSN
Is ZIPCODE or
SSN valid?
NO
YES
YES
NO
Secure Member Portal
Revised Member Password Reset Workflow
A
B
C ED
F
Created upon successful
password creation
Choose ZIPCODE
or SSN
G
Is Member ID
valid?
NO
YES

4. Screen A: Validate ID and DOB
01/01/1970
Date of Birth
Reset your Password
1234567890
Member ID#
Validate
Validate ID and DOB
A valid member ID and date of birth
associated with the ID are both required.
A
Forgot your User ID but
know your password?
Sign in using ID# on the front
of your ID card in place of your
username.
A.1
Validate ID and DOB
A valid member ID and date of birth
associated with the ID are both required.
The system will validate the member ID
first and then the DOB. If the member ID
validations fails, the system will generate
an error message.
Reference to ID card
A provides example of where member ID
can be found on temporary ID card.
A.1
The member ID you entered is not in our system. Please re-enter your
member ID.
Displayed if system
cannot valid ID

5. Screen B: Validate ZIPCODE or SSN
10041
ZIPCODE(5 digit) or SSN of Subscriber
Reset your Password
1234567890
Member ID#
Validate
Validate ZIPCODE or SSNB
The date of birth you have entered is not associated with an existing member
ID. Please enter either your 5 digit zip code or SSN of the subscriber.
Forgot your User Name
but know your password?
Sign in using ID# on the front
of your ID card in place of your
username. Note: The DOB on file is sometimes incorrect so
the system needs to provide an option to enter
ZIPCODE or SSN as an alternative.
If the system is unable to validate DOB
from screen A, the user may alternatively
choose to validate their identity using either
a 9 digit SSN or 5 digit ZIP. The Member ID
they have entered will remain populated.

6. Screen C: Verify Demographic Information
01/01/1970
Date of Birth
Reset your Password
1234567890
Member ID#
Submit
John
First Name
Doe
Last Name
john@aol.com
Email Address Update Emall Address
By clicking "Submit" you agree to the terms of use
Cancel
C Verify Demographic Information
Member name, email address and
“Security Question” on file are required.
An option to update the email address on
file is included.
Forgot your User Name
but know your password?
Sign in using ID# on the front
of your ID card in place of your
username.
C.1 Security Question
Relabeled “Subscriber ZIPCODE(5 Digit) or
Subscriber SSN” if DOB can not be verified
Go Paperless
Displays question they selected when they
registered.
Security Question
Doe
Security Question Answer
C.2
C.2 Go Paperless
Provides an option to go paperless to
members who have not choose this
option.
C.1
What is your mother’ maiden name.

7. Screen D: Create New Password
Welcome John Doe
Submit
**********
New Password (8-15 Characters)
**********
Confirm New Password
Please create a password that is easy to remember, but not
known to anyone else.
D Creation of a New Password
A creation of a password is required.
An option to proceed without creating
a password has been removed. Upon
submission, the end user will be sent a
confirmation email(screen F) and
redirected to a confirmation
page(screen E).

8. Screen E: Confirmation Page
Password Reset Successful
John Doe, You may access myEmblemHealth immediately.
E Confirmation page
The end user will receive a confirmation
page if a new password was successfully
created(from screen D). This provides
feedback that a new password has been
created and updated in the system.
An option to access the member portal
immediately is provided.
Note: This screen previously appeared before
screen D. It has been moved since the user is
no longer granted access t0 the member portal
until a new password is created.

9. D
R
AFT
From: MOS@emblemhealth.com
Subject: A message from EmblemHealth!
Date: June 1, 2014 2:40 EDT
To: john@aol.com
1. Go to http://www.emblemhealth.com and select "Members".
2. Enter your existing user name or enter the ID Number (found on the front of your
Emblemhealth ID Card)
3. Enter your password.
4. Click "Submit"
That's it! You are now signed on and able to get your personal health plan information
securely, 24 hours a day, 7 days a week.
Screen F: Confirmation Email
F Confirmation email
An email is sent to the end user if a new
password was successfully created(from
screen D). This provides feedback that a
new password has been created and
updated in the system.
This email is to confirm that you have reset your myEmblemHealth password.
If you have not reset your password, please call the EmblemHealth customer service
number on the back of your ID card or visit: http://www.emblemhealth.com/Contact-Us.aspx
It's easy to manage your health plan on myEmblemHealth. Here is how:

10. Screen G: Secure Member Portal Homepage
G Homepage of Secure Member Portal
The system will redirect to the
“myEmblemHealth” homepage if the end
user clicks on “member online services”
link from screen E.