DDoS Customer Portal UX
While working as a design contractor for Comcast Business, I was UX Lead for DDoS Mitigation Service – a cybersecurity solution sold to mid-size businesses nationwide. IT managers need to know when they are under attack and see critical data in order to make difficult decisions. The product had an existing experience that was outdated and slow. This project improved customer workflows and incorporated cybersecurity content into the design language.
Problem Definition
How might we provide customers with critical information when they need it?
How might we expand the existing styleguide to include new patterns relevant to security products?
Research
My first task was to understand the product. I met with business and technical stakeholders to understand what a DDoS attack was, how the technical service worked and all the customer touchpoints. I conducted a series of interviews with sales engineers to help understand customers’ needs as well as competitive analysis. I helped shape the mental model the client uses to talk about their product with customers and identified design opportunities.
Customer education resources
Ideation
Armed with evidence on the customer and the product experience, I tested a number of ways to solve the design challenge and address the second ask, incorporating the organization’s styleguide. The entire product division was shifting from one to another product by product, so I developed new patterns, workflows and elements with the division’s design governance team. I maintained clear and consistent communication with stakeholders using visual layouts.
Mockups, prototypes and blockflow diagrams
Design Deliverables
Once my designs suited the product triumvirate of feasible, viable and desirable, it was time to deliver. I worked closely with the development team to groom and refine new patterns and architectures. This design fit short-term and long-term needs of all teams as well as met usability standards and improved customer perceptions of the digital experience.
Final layouts, UX documentation, styleguides, Zeplin delviery
This new product portal will launch for hundreds of DDoS Mitigation customers Q3 of 2020