Security Insights Dashboard

My Role: UX Research

Accountable for the customer insights, conducted user testing, & prototyping.

Problem to be solved:

Our professional security business was loosing market share to the main competitor.

How might we bring a new feature to market in 90 days that offers real value to our customers?

Starting With Customer Insights

We knew our competition offered reports to their customers and their customers found them valuable. We also knew we had a bunch of data, but we weren't sure how it could help our customers. So I decided we should start by visiting them to understand their pain points and where they need help.

Customer Visits

Building empathy by spending time with our customers

Card Sorting

Card sorting helped us understand the priority of different pieces of information

Collaborative Prototyping

Further exploration alongside customers to understand their needs

Identifying Target Users

Mapping Customer Insights

After visiting multiple customers I created an insights map that helped us focus in on the key problems we should design for.

User Testing & Iteration

I visited 13 different customers over the course of the project. At every visit we would test a new prototype built by either myself or the lead UI Designer.

I Used Axure For Prototyping With Variables

Select Iterations

Final Product

In 90 days our team launched an interactive insights dashboard that allowed our customers to:

Gain a better understanding of their customer base,
Identify which products are malfunctionaing
Identify opportunities to upsell services.

For our business this translated to:

$2.5 Million protected attrition
$1 Million incremental potential
Highest customer satisfaction when this page is set as the customer's home page
Winner of Most Valuable Product at ISC West (National Security Trade Conference)