UX Research at LifeLock

Customer Journey Map

Feature 1

My first large scale project at LifeLock was to assess the existing experience to identify gaps and opportunities. I conducted focus groups with customer support agents to gather pain points and highlight elements. I then conducted member interviews with existing users to determine friction points in enrollment and continuous usage of member portal. I used affinity diagramming and thematic analysis to group all insights. I then partnered with the business insights team to gather quantitative data. These insights were used to create a 90 day customer journey map. Key product changes and improvement projects were undertaken based on this research. The map also serves as a constant visual reminder of gaps and opportunities in our product.

Menu Structure - Member Portal

I use card sorting and tree tests to help product teams evaluate the information architecture and create navigation menus which are easy to understand and use. Optimal Sort is a tool I use to administer card sorts and tree tests.

Onboarding Experience - Identity

'Identity' is a standalone mobile app which enables users to update their billing and payment information across multiple services. I conducted moderated remote and in-person user test sessions to ideate and evaluate the onboarding process. The study helped identify areas of cognitive overload and ideal onboarding path. This study was followed up with a design studio session to quickly iterate on insights. Final design performed better with key metrics such as completion rate, error rates, lostness and satisfaction.