Alert System Redesign
Lifelock is an American identity theft protection company. We offer a LifeLock identity theft protection system, which is intended to detect fraudulent applications for various credit and non-credit-related services. Alert is our core product. The more alert user receives the more secure they feel. We monitor user information that they provide, and we will send the alert to the user by email or text message.
My Role: UX Lead and end-to-end Product Owner. Working cross-functionally with six different product managers.
Project Goal: Customers know what to do after they receive alerts and they feel protected.
Resolution: Customers know what to do after they receive alerts and they feel protected.
Result: My design increased customer satisfaction by 40% and reduced the number of cancellations for our products. Reducing call volumes 30% - 40%. Each call eliminated saved 8 dollars for our company.
My Responsibilities:
• Led the LifeLock Member Portal product and Norton Migration Cyber Security Platform project.
• Developed working knowledge of web accessibility guidelines.
• Applied both qualitative and quantitative analysis techniques to inform decisions in real market needs, business objectives, and key results.
Methods: Context research, Thinking Aloud, Storyboarding and Speed dating, Prototyping of experiences, Business strategy, Pitch Deck Creator.
