your name here
your name here
your name here
your name here

My Role

Product & Design Lead | User Researcher | Prototyper | Visual Designer | QA

Team

12 Stakeholders: 3 Customer Success Members, 4 Customers, 4 Engineers, 1 Designer

Timeline & Status

2021-2022; ~4 months, ongoing maintenance

Objective

Deliver a dashboard experience that turns a surplus of raw data into actionable alert and team performance insights to better understand and improve the strength of their physical security posture.

Context

Philip, the SOC Manager Monitors & Resolves Alerts

His primary goal is to keep his organization safe by implementing efficient security policies.

Alerts are monitored in a Global Security Operations Center

He's Frustrated: Currently, No Analytics = No Accountability

Unimpressed with the current MVP analytics experience, he isn't able to get a clear picture of his team's performance and it was affecting his ability to make data driven decisions.

Before: Without In-Product Analytics, Philip visualizes data with a 3rd party platform.

Before: Without In-Product Analytics, Philip visualizes data with a 3rd party platform.

Before: Without In-Product Analytics, Philip visualizes data with a 3rd party platform.

User Research

In conducting a persona analysis, nuances between user needs depending on their title, role, and industry vertical were noted.
There were a series of structured interview calls over zoom.

In conducting a persona analysis, nuances between user needs depending on their title, role, and industry vertical were noted. There were a series of structured interview calls over zoom.

In conducting a persona analysis, nuances between user needs depending on their title, role, and industry vertical were noted. There were a series of structured interview calls over zoom.

In conducting a persona analysis, nuances between user needs depending on their title, role, and industry vertical were noted. There were a series of structured interview calls over zoom.

Ted, the SOC Operator monitors & dispatches individual alerts.

Philip, the SOC Manager oversees alert trends & makes policy changes.

Rehan, CSO, oversees security operations on a global level.

Persona Usage Frequency Meter

Most Often

Least Often

Design for the Day-to-Day > Influence Persona

All customers have a common set of metrics they want to know around their alerts.

All customers have a common set of metrics they want to know around their alerts.

All customers have a common set of metrics they want to know around their alerts.

ie: Top 5 Alerts, Average Number of Alerts

Different verticals prioritize different alerts.

Different verticals prioritize different alerts.

Different verticals prioritize different alerts.

ie: Enterprises care most about "Tailgating"

Design and Product Development

Philip's Biggest Security Threat is Unresolved Tailgating Alerts

Tailgating is also the alert that has potential to pose the biggest security threat — an unidentified person could enter the building, leading to theft, or even an active shooter incident…

How Might We

Provide actionable insights for Philip to understand and resolve the root cause of his high volume of tailgating alerts.

Provide actionable insights for Philip to understand and resolve the root cause of his high volume of tailgating alerts.

Provide actionable insights for Philip to understand and resolve the root cause of his high volume of tailgating alerts.

Redesigned Workflow

A 7-step workflow was developed to allow varying personas with differing analytics needs to create custom dashboards and observe the trend insights they care about most.

1. View all dashboards
2. Create and name a new dashboard
3. View default populated dashboard charts
4. Optional—Edit chart visualization methods
5. Optional—Add a new chart, select from a list of premade metrics
6. Optional—Visualize edited dashboard
7. Share dashboard/export as PDF

1. View all dashboards
2. Create and name a new dashboard
3. View default populated dashboard charts
4. Optional—Edit chart visualization methods
5. Optional—Add a new chart, select from a list of premade metrics
6. Optional—Visualize edited dashboard
7. Share dashboard/export as PDF

1. View all dashboards
2. Create and name a new dashboard
3. View default populated dashboard charts
4. Optional—Edit chart visualization methods
5. Optional—Add a new chart, select from a list of premade metrics
6. Optional—Visualize edited dashboard
7. Share dashboard/export as PDF

1. View all dashboards
2. Create and name a new dashboard
3. View default populated dashboard charts
4. Optional—Edit chart visualization methods
5. Optional—Add a new chart, select from a list of premade metrics
6. Optional—Visualize edited dashboard
7. Share dashboard/export as PDF

Philip Top Offending Alert Across Sites is Tailgating

He has options of putting up signs to mitigate the alert volume or staffing additional security personnel. The latter is costlier, so he decides to monitor the trend line effects of the "No Tailgating" signs first.

Upon Comparing Month over Month Tailgating Data, The Number of Alerts Have Decreased

A dip in the tailgating trend line signals to Philip that simply adding "No Tailgating" signs up in the lobby can make a difference. He did not need to staff additional guards, saving his organization labor costs.

Interaction Design

Create a New Dashboard

Filter for Priority Alerts

Customizable Visualizations

Customize Visualizations

Customize Visualizations

Usability Testing

The original experience put the onus on customers to create and populate their newly created charts manually. The customer success team noticed a pattern between their accounts; the charts customers were requesting were all similar.

Improved efficiency: By automating the process of pre-populating charts with data, you're reducing the time and effort required for customers to use the product, which increases efficiency for the customer and lowers customer support costs.

Customer Feedback & Validataion

Dashboard customizability allows us to tailor analytics in making informed decisions.

A customizable dashboard allows me to tailor analytics to make
informed decisions.

Dashboard customizability allows me to tailor analytics to make informed decisions.

A customizable dashboard allows me to tailor analytics to make informed decisions.

Visual & UI Component Design

Conclusion

Impact

Customers

Customers were able to resolve alerts with more context, leading to a more productive and secure security organization.

Customer Success

Customer success members were able to use the time manually answering customer data questions to handle more accounts.

Business

Increased revenue: By improving the user experience and functionality, the company may be able to attract new customers and increase retention rates, leading to increased revenue.

Metrics and Quantifiable Results

15 Onboarded Customers

15 Onboarded Customers

4,000 Total Sessions

4,000 Total Sessions

a +15% from 3,5000

a +15% from 3,5000

45 Dashboard Shares

45 Dashboard Shares

Highlights

Philip championed our product onto his next role!

Challenges & Obstacles

Technical

  • Scope creep & prioritization around limited resources

  • Proactively addressing issues around rendering large amounts of data at once

Ambiguity

  • Defining the scope of the project and determining which features to prioritize amongst a wide range of user needs

Communication

  • Stakeholder alignment

The Future

Spatial Analytics

Spatial Analytics

Security Operations Dashboard

PACS Analytics

PACS Analytics