While starting my volunteering journey on WordPress.com support forum from today, I discovered what seems like a User Experience loophole.
Let me elaborate;
Both these links provide pretty much the same information for the account recovery process. Why so? Not only is that highly redundant, but it is also a bit confusing.
I'll explain why.
Link #1 says to "Just click Need More Help? on the Lost Password page." if the user lost access to his/her primary email address, or didn’t add an SMS number for recovery. However, there is no "Need More Help?" button on that page.
Even Link #2 says the same thing, except for the fact that it provides a direct link an Account Recovery Form which the "Need More Help?" button is supposed to be linking to, if it existed.
So, 2 things are wrong in this scenario:
1. Redundant information
2. No direct way for a user to access the Account Recovery Form apart from Link #2 in the documentation.
Users should be able to see a way to reach this form via the Lost Password page itself. This is a really big UX issue which should be brought to the core team's attention.
To clarify - I'm not suggesting to add a new button, instead I'm asking why it isn't already there when the documentation says it should be.
P.S. A search revealed that 2 users had previously pointed to this issue, but nothing was done about it, at least not anything that's publicly stated.
The blog I need help with is niketraja.wordpress.com.