Minjong Lee

Identity Monitoring Product Revamp

UX Designer

Web

2015

Identity Monitoring Service

As the business grows, the team decided to separate their identity monitoring service as a stand-alone product. I was focusing on below three key items for this product revamp. This included participating in the development of new branding and style guide, conducting usability testing, providing high fidelity mock-ups and supporting engineers for development.

Checkout Flow

Motivating users to complete activation with frictionless flow.

Member Dashboard

Allowing direct access to alerts by understanding what users care about.

Landing Page Restructuring

Informing the visitors about the service and show the value proposition.

Landing Page Restructuring

The landing page needs to explain the value of identity monitoring service and how the users can actively utilize the service, therefore, we closely worked with the content team to convey the right message using the suitable visual elements. Below is finalized landing page wireframe after redesign.

Forgot your password? : Take users to a newpage so that they can focus on the passwordretrieval and that they can see thesuccessful log in status.Enrollment SequenceSequence 1: Choose a service > Addpersonal information > Add family member >Add Payment Method > Confirmation >Sequence 2: Create an Account > Addpersonal information > Confirm personalinformationThe form will open up when user clicks thenext button. If the information is incorrect,users will see the error message.Sub-navigation bar items will be active onlyafter the user clicks the next button. Nextbutton will only be active when user types allthe information correctly. If not, the errormessage will show up. Users can come backto the previous stage and can edit untilbefore SSN section.When ‘Next’ is clicked, there will be slighttransition of the page sliding to next to showthe progress and give a sense of stepping onto the next step.Allow users to create a security question.*Provide users an option to cover their familymembers.Provide hover state and transitions foractionable items and links.Chat with Us icon will show up when userstays in the page for more than 30 seconds.When the page is loaded, users can see thewhole structure being loaded and DOMelements constructed in real time. Whenchanges are made, only the DOM elementsthat are being affected will be changed. Thiscan help users understand the flow.Left Navigation will be fixed positioned onthe screen and follows as user scrolls.Items are organized in alphabetizied order.Message sent tocustomer centerLoading ScreenWas this answer helpful? :Collect AnswersMessage sent toBusiness DevelopmentWhen the User Exitswithout Finishing theActivation FlowSocial ProofFeaturesWhat is identity theft?How do we help you?NavigationJoin UsHow do we compare?FeaturesContact UsOur MissionHow do we help?About the CompanyInterested in Partnership?HomeJoinLog InAbout UsContact UsTerms & PrivacyHelp & SupportBlogSitemapJoin NewsletterSocial LinksPartnership LinksFeaturesPlans & PricingBusiness SolutionsFooterOverview - On BoardingEnroll Service - Choose the PlanPlans & PricingBusiness SolutionsAbout UsFeaturesEnroll Service - Payment ConfirmationEnroll Service - Finish ActivationHelp and Support - ContentsEnroll Service - Activate ServiceContact UsLog In / JoinLanding PageOverviewTerms and ServicesHelp and Support - ContentsHelp and Support - Search ResultEnroll Service - Payment MethodsEnroll Service - Create an Account23541167243567

Designing Checkout Flow

Version A: Combined activation and payment flow

As soon as the user finishes the payment step, activation completion was required for the full service coverage. The first version was designed so that the user provides the information before the payment gets completed.

To provide smoother experience, I came up with a set of interaction that will help users to digest forms in smaller chunks.

Input Field Prototyping, Objectives

View the types of information to fill in at a glance.
Input fields are grouped into related chunks.
The label is always visible, even after they finish typing in.
Show the current section, invalid values, and successful submission to convey the concept of progress.

This prototype is created using HTML/CSS and Javascript. *Individual input interaction was referenced from Google Material Design.

Version B: Separated activation and payment flow

In this version, service activation and payment step were separated. First, users create accounts, then submits the payment method. After this, they can complete the activation so that the full coverage can be started.

Member Dashboard

Enabling Prompt Reaction on Alerts

In previous dashboard, data were presented separately in multiple pages based on the types. Users could only view the total number of alerts from the dashboard. They were unfamiliar with the difference of some types, but strongly reacted to their credit score or social security number alerts which could be associated with their financial losses. Therefore, we decided to include types as part of the alert table.

Dashboard Redesign Objectives

Make alert details accessible from the dashboard.
Provide the next step for the alerted users.
Reorganize navigation bar.
Actively provide supporting information.

Dashboard Prototyping and Usability Testing

I created an interactive prototype to test a few different approaches on the interaction of the alert table. I used the bootstrap framework for this prototype and tested internally.

Tested iterations and observations

Tab implementation for archived information. This helped testers to find previously archived alerts.

Notifying users when alerts archived. Testers were ignoring most of the notification.

Providing category of the alerts. Testers paid more attention to noticiations related to SSN than Email breaches.

Organizing the alerts from the latest to the oldest. Testers valued more when the information was organized by risk rather than by time.

View Prototype

This prototype was created using HTML/CSS, Javascript and Bootstrap Framework.

Side Project

Administrator's Portal

To help business owners get prepared for data-breaches, the team decided to build Administrator’s portal, which allows them to purchase a number of services to their employees and customers.

While designing for this project, I implemented the brand new style guide being developed as we go. Here, I introduced and suggested a new secondary color so that we provide additional information on the chart without overusing the primary color or a set of grays. Implementing this secondary color helped us to emphasizing action items that primary color was utilized.

Using this Portal, business owners can request for PIN Codes from Administrator's portal, which can then be distributed through their preferred methods. Then the end-users will be able to activate the service on the redemption page. There were two flows designed to serve both scenarios.
1. Administrator’s dashboard
2. End-user’s PIN redemption

Administrator’s dashboard

1. Following information is required to enroll: company name, email address, phone number, name, portal URL, pre-generated 1st password
2. The service charge will be billed to the administrator's email based on the number of redeemed accounts.
3. System will require matching PIN code with address to remove any abuse cases.

Requests PIN CodesGenerated PIN CodeAvailableSends DataStored inDatabaseDistribute PINs andAddressEnd-User’s PageAdmin acquires portaladdressAdmin Sign Up &Log In PageIf two levelauthentication getsapprovedDashboardGenerate PIN CodePagePage Generation forEnd-Users

End-user PIN redemption

1. The value of subscription should be explained in this flow.
2. By submitting correct PIN Code and account information, service activation can be started.
3. The user will be notified before expiration about continuing the service.

Service ActivationFlowStart ComplimentaryServiceUser Aquires PINCode and AddressCustomer Join &Log In PageUser Logs InIf the PIN Matches theAddress and theDatabaseSuggest RegistrationSettings PagePayment MethodNotify the Updatethrough EmailNotify Termination ofthe ServiceIf User UpdatesPayment MethodIf Service ExpirationDate Comes In

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