Privacy Monitor & Privacy Monitor Assistant Redesign
Product Summary
Norton Privacy Monitor scans data broker (people search) websites for user’s personal information. It shows them where and what info is available about them, and shows them how to request removal of their
personal data.
An add-on white glove service called Privacy Monitor Assistant, is available at an additional cost. With the assistant add-on, a customer service agent removes the customer’s data for them.
The Problem
Privacy Monitor was an existing Norton product that was in maintenance mode - no work or improvements were being considered at the time. Issues with the current UX were plain to see, but due to resource bandwidth these issues had never been formally identified or addressed.
My Role
My primary role for this project was managing and mentoring the designers on my team that worked on this project. The design team consisted of an associate (level I) product designer who focused on the desktop designs and a mid level (level II) designer who came in later to produce mobile designs. I led the design process, provided mentorship and guidance, and ran design reviews and approvals. I also contributed as the visual designer applying styles, colors, and illustrations to the team's wireframes. The team worked with a dedicated UX researcher who ran usability tests and a copywriter who wrote and/or approved all copy.
The Process
The process for this redesign project consisted of the following steps
RESEARCH
User journey study of current product to identify user pain points
Heuristic evaluation of the current product
Competitor analysis of 5 similar products
DESIGN, TEST, ITERATE
Low-fidelity wireframe iterations
Align with stakeholders and engineering
Usability testing
Repeat as needed
HIGH FIDELITY DESIGN HANDOFF
Application of design library components and styles
Illustrations
Hand off to engineering
Research
Before starting on design, the team needed to conduct research to define the problem we were trying to solve. This research was centered around a user journey study and heuristic evaluation of the current design along with a competitive analysis of similar competitor products.
The in depth competitor analysis helped us identify UX patterns and language that worked well as well as discover some additional features we could to be more competitive, make the product more well rounded, and enhance the UX.
A full heuristic analysis and a user journey study of the current design were done to identify user pain points we needed to address.
The user journey study consisted of a live interview with 15 current Norton subscribers with mixed familiarity with the product. The results from this test helped us identify user pain points we needed to address in the redesign.
“ I don’t know what to do with these results. I wish Norton guided me on what I need to do."
- Current Norton user during user journey study
From the research we were able to identify the following top user pain points
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Poor onboarding experience. The current product did a bad job informing the user of what it did and why it was important.
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No clear call to action. The main dashboard was missing a clear call to action (besides an upsell to the assistant service at the bottom). Users were unsure what to do with the information they were looking at.
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System feedback missing. The UI did not update to show the status of where in the removal process their information stood.
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We show users results that are not theirs. We should do a better job filtering results to only show those that are relevant to the user.
My Role
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Poor onboarding experience. The current product did a bad job informing the user of what it did and why it was important.
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No clear call to action. The main dashboard was missing a clear call to action (besides an upsell to the assistant service at the bottom). Users were unsure what to do with the information they were looking at.
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Product feedback missing. The UI was clunky in displaying, and sometimes completely missing, giving an updated status to the user about where in the removal process their information stood.
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We show users results that are not theirs. We should do a better job filtering results to only show those that are relevant to the user.