Quickly Reactivate Your Account |Dormant Account| Demat Account| UX UI case study

I don’t engage in regular investing or trading; however, I do have a demat account.

Currently, I have ordered more than once, but the orders are all rejected, I do not understand what is the problem. I shared the screenshot with my friends, but they also don’t know what the problem is. So I messaged the company on WhatsApp and got a reply saying to visit the site.

The rejection reason is:-

“Order Rejected

RED: Block Type: ALL Reason: Dormant clients are not allowed to trade. [DORMANT]”

I searched the web to find the problem. What I got was

“The customer’s account with a bank or other financial institution has not seen any activity for a long period, except for interest deposits”.

I searched on YouTube, “How to activate the dormant account?” I only got 1 video.

Some users do not know the meaning of the term “Dormant”. If the account is inactive, guide how to activate the account.

But when thinking like a designer, if heuristic evaluation is applied to this problem

Visibility of System Status (Heuristic #1): Ensure that users are informed about the status of their accounts. If an account is dormant, clearly indicate it and provide an option or button labeled “Reactivate Account” or something similar. This aligns with providing visibility of the system status to users.

Error Prevention (Heuristic #3): To prevent confusion and errors, provide informative messages explaining why an account might be dormant and how users can reactivate it. This helps users understand the situation better and guides them toward resolving the issue without unnecessary frustration.

Help and Documentation (Heuristic #10): Offer accessible help or documentation within the account interface, explaining terms like “dormant account” and providing step-by-step instructions on how to reactivate or resolve such issues. This assists users who might not be familiar with the term.

I am using fyers and I faced this problem and don’t know how other platforms solve this problem.

How to solve this problem

1. If the account is inactive. Show the current status when the user opens the app and provide a guide to activate the account.

2. If the order is rejected when the user places an order, provide a help icon on that page and when the user clicks on the icon, it redirects to another page. This page will help with the details of the problem and how to fix it.

I suggest the first solution because it will help to avoid confusion and frustration.

Similarly, if the problem is solved first, the user can complete the transaction successfully.

This problem is seen only one in a hundred. But every customer is the same for business.

“Meeting the needs of every customer is the essence of a successful business.”