Identity Theft Monitoring

Identity Theft Monitoring helps safeguard customers' personal and financial information against identity theft and online fraud.

This is a 2-phase project which took about 8 months. I was responsible for all UI design decisions, including all of the end-to-end interaction and a component guide. I'm going to just talk about the dashboard here which took multiple rounds of user testing and many iterations for it to evolve.

Analyze Current Experience

In order to understand the experience from our customer's perspective, we recruited 20 current customers and 20 cancelled customers, asking their opinion on their experience along the way. The main finding is that over half of customers quit the product because they don’t see the foundational value. We concluded the research by uncovering 3 main pain points.

Goal and Objectives

Dashboard is focused on a single task: communicating critical information. The main goal is to provide comfort and confidence for the customers when identity theft happens. Objectives that came with this goal:

  • Giving the customers the peace of mind their data is safe in a few seconds.
  • Giving customers the impression that the product is working for them 24/7.
  • Always showing customers new data they can have monitored.

Iterating and Testing

Our Main Challenge -

How to make the UI scalable and flexible enough to accommodate all the use cases and possible future features?

↑ Sketches of the dashboard

↑ Iterating of the dashboard

↑ Dashboard - displaying a top level summary of where a costomer stands and any notable updates since last login.

↑ Adding item to be monitored

↑ Examples of alternate contexts (scenarios) for the same component