Norton LifeLock Identity
Project
Social Media Monitoring
Team
Product Designer / Project Manager / Engineering
Timeline
8 weeks
Tools
Figma / JIRA / Zeplin / Zoom
Overview
Social Media Monitoring serves as a robust digital guardian, proactively safeguarding users from potential online threats. By meticulously scrutinizing account activities, it offers a sophisticated defense mechanism against unauthorized changes and dubious links.
Problem
In the dynamic landscape of social media, users face constant threats, from unauthorized account access to exposure to unsafe content. Recognizing these risks, our goal is to mitigate vulnerabilities and enhance user safety with Social Media Monitoring.
Project Goals
- Average Time Spent on Social Media Monitoring Flow
- % of subscribers who open the app 3x day, per week
- % of subscribers who link more than 1 social media account within a month
User Goals
- Create an intuitive experience
- Educate users regarding Social Media Monitoring
- Increase sense of security and trust
Business Goals
- Increase user retention with feature activation
- Increase new user activations
- Increase accounts monitored
My Solution
Introducing Social Media Monitoring: a proactive solution that safeguards users from unauthorized access and content risks. By diligently scanning accounts and extending vigilance to minors, it fortifies digital security, ensuring a safer and more enjoyable online experience for all.
Competitive Analysis
I identified four popular Identity Monitoring apps and discovered they lacked intuitive experience for Social Media Monitoring or some lacked the feature. This became an opportunity for my solution since most products were missing this feature, this was a chance to fill in that gap and make Identity application more appealing to users. I decided to research products that were directly offering similar features as Identity. I decided to further dissect ID Shield and McAfee.
Competitive Analysis Goal
- Discover what other competitor were doing in the realm of Social Media Monitoring
- What was the gap that was missing or we can offer our users that other apps weren’t doing
- How other users were using these applications, what were the pros/cons
ID Shield
- Information Architecture is not clear
- Dashboard lacks visuals that help identify features such as Social Media Monitoring
- Screen does a good job of laying out important design components
- Does not educate user on feature
McAfee
- Dashboard UI information such as monitoring is presented upfront
- As a first time user logging in, the information presented is overwhelming
- Does not offer Social Media Monitoring feature
Design Process
Research Phase
My first step in creating a Social Media Monitoring feature was to conduct initial research and brainstorming sessions with a cross functional team. This would involve gathering insights from users, industry experts, and relevant stakeholders to gain a thorough understanding of the problem space and identify potential solutions.
To ensure a well-rounded approach, I would collaborate closely with the product managers, engineers, and copy team throughout the design process. The product managers would help me define the project scope, identify key user personas, and prioritize features based on business objectives. The engineers would provide technical guidance and feasibility assessments, while the copy team would help me craft clear and effective messaging for the feature.
By working closely with cross-functional teams, I can ensure that the design solution is both user-centric and technically feasible, while also meeting business goals. This collaborative approach can help streamline the design process, increase team efficiency, and ultimately lead to a more successful product.
Identifying User Personas
Collaboration with the Product Manager is integral in shaping user-centric design. By identifying and understanding existing user personas, I leveraged valuable insights to drive project direction.
Through this collaborative effort, I ensured our design aligns seamlessly with user expectations, fostering a more intuitive and impactful product experience
Main Insights
Based off the information collected, the following “how might we” questions helped drive the design process:
Userflow
Engaging closely with the engineering team proved pivotal in shaping an efficient user flow that not only aligned with technical feasibility but also maximized overall project impact. This collaborative effort not only ensured the seamless integration of design and technology but also provided valuable insights into potential challenges and innovative solutions.
Design Iterations
Challenge – Unlinked Accounts (Edge Case)
This project recognizes the susceptibility of accounts becoming unlinked during social media timeouts. Focused on enhancing resilience, I diligently designed screens that navigate users through these edge cases, ensuring a seamless reconnection process. By anticipating and addressing such scenarios, my user-centric approach not only safeguards against potential disruptions but also protects the overall reliability of the product, reinforcing the importance of thoughtful design in mitigating unexpected challenges.
Challenge – Localization
Navigating the diverse linguistic landscape posed a significant challenge in this project. Effectively addressing localization demands and accommodating various languages and layouts required meticulous attention. Through strategic design decisions, I crafted a versatile interface that seamlessly adapts to different linguistic variations and layout structures. This inclusive approach not only enhances accessibility but also reinforces our commitment to a globally relevant and user-friendly product, demonstrating the adaptability and thoughtfulness inherent in our design process.
Impact/Results
Next Steps
- Continue collecting feedback from users
- Monitor user engagement
- Measure activation of feature
Reflections
Collaborative
I enjoyed working in a cross functional team that included Project Managers, Developers, and a copy team. This was a great challenge and helped me learn more about the impact of Identity theft protection. The overall process was very collaborative and I was able to work/learn with an amazing team.
Never be married to one idea
I learned that you should never be in love with one design, continue to iterate and improve on design constantly. There will be continuous changes and sometimes due to constraints things won’t be able to get built and that is OK.
To sum up my experience working on this feature, I would quote Albert Einstein “If I had an hour to solve a problem I’d spend 55 minutes thinking about the problem and five minutes thinking about solutions.”
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