Challenge:  Currently, users go to multiple sources in order to self-monitor their personal identity. Even if users are vigilant, it is difficult to monitor for abnormal changes. 

Duration: 2 Weeks

Team: 3 UX Designers

My Focus:  User Research, Competitive Analysis,  Wire-framing, Usability Testing

Software: Omnigraffle, Sketch, Invision

Solution: We built a mobile application that would allow users to instantly access their information and take action on identity breaches. 

Before

After

Key Findings:

• 80% of survey people want to know more about security service, but less than 10% of people paid to have a company monitor their security.
• People were concerned about security and most were not overly concerned about the cost as long as the product did what it was intended.
• There was a big knowledge gap in understanding what they really needed to do in order to protect their identity. 

Discovery:

There is an awareness of the threat of identity theft, but no clear idea of how to deal with it. Users currently go to multiple sources to check for signs their personal identity has been stolen.

Hypothesis:

By providing users with more information and clear action steps, it will enhance their sense of security.  In addition,  it is a burden to use multiple sources to gain awareness of an identity theft. 

Vision:

Build a mobile application that would provide users with the tools to constantly monitor their identity protection.  

Michael is a young professional who is not familiar with all the steps he needs to take in order to better protect himself. He knows that identity security is important, but he does not do much to address it. He wants to insure that he has enough finances to survive. That being said, he does not have a lot of funds to be able to afford an expensive coverage plan to protect his identity. He isn't quite convinced either that he needs the service since his friend's tell him he can do it himself.He is not living paycheck to paycheck but any type of financial hit will cripple his goals.

Joe has had a long career and he has another 10 before he is going to call it quits. He's been saving up for years now and he wants to make sure that his hard earned work isn't lost to enterprising thieves. He has been taking the right steps for years to ensure his identity is being protected. However, when it comes to protecting his identity online he isn't quite sure what to do. He needs a little bit of guidance with the new era but more importantly, he needs reassurances that the service that promises to protect his assets will be up for the job.

Task Analysis

After conducting research, we wanted to explore how users would complete tasks related to identity theft protection. We looked closely at how people manage their credit, review bank accounts and use their wallet to gauge where users stumble and struggle and how we could make it better.

User Flow

We built 5 separate flows to check 5 different features that would enhance people's ability to know about security breaches. The defined user flows are:

1. Alert Flow

2. Bank Checking Flow

3. Credit Score Flow

4. Wallet Flow

5. News Flow

Sitemap

We built the sitemap based on the 5 primary actions users would need to take in order to ensure that their personal identity would be secure.

Wireframes

As a team, we draw out wireframes each feature such as banking, credit, wallet, action items, and the home screen. We made sure for banking that users can see all of their checking and savings accounts in one place, between multiple banks. In credit, we wanted to ensure users can see their current credit score, get explanations on why they have the score they do and learn how they can improve it. In the wallet, we made sure that users can save their personal identification cards like driver’s license in case it’s ever lost.  For action items, users can get notifications that they act on with a suggestion on how to complete this action.

Final Mockups

After testing with users with our sketches and early wireframes, we were confident enough to bring our designs to a higher fidelity in order to ensure that the feedback we received would be addressed. Earlier icons were confusing for users. Users needed reassurances that LifeLock was a secure channel.