McAfee Total Protection
McAfee Total Protection
User experience designer @ Intel Security/McAfee
User experience designer @ Intel Security/McAfee
Aug 2015
Aug 2015
McAfee Total Protection is McAfee's flagship antivirus solution for PC. McAfee is a very well known brand when it comes to antivirus. It has over 80 million users worldwide. Our mission was to redesign this product ground up.
As an interaction designer, I owned the end-to-end experience for this product. I also conducted research related to this product, as well as created interactions, wireframes, and prototypes.
McAfee Total Protection is McAfee's flagship antivirus solution for PC. McAfee is a very well known brand when it comes to antivirus. It has over 80 million users worldwide. Our mission was to redesign this product ground up.
As an interaction designer, I owned the end-to-end experience for this product. I also conducted research related to this product, as well as created interactions, wireframes, and prototypes.
THE CHALLENGE
THE CHALLENGE
McAfee total protection was designed so users could "set it and forget it." A service that works in the background to protect users from digital threats. That's how users wanted it then, as they didn't fully comprehend how the service performed or didn't have the motivation to engage with it actively. Our challenge was to reimagine every way users engaged with McAfee security and redefine every way McAfee security engaged with them.
The only way to begin this journey was by discovering what mattered most to our customers.
McAfee total protection was designed so users could "set it and forget it." A service that works in the background to protect users from digital threats. That's how users wanted it then, as they didn't fully comprehend how the service performed or didn't have the motivation to engage with it actively. Our challenge was to reimagine every way users engaged with McAfee security and redefine every way McAfee security engaged with them.
The only way to begin this journey was by discovering what mattered most to our customers.
THE DEEP DIVE
THE DEEP DIVE
To discover what mattered most, we had to dive deeper beyond the telemetry data to understand why. We performed a Heuristic analysis using the pure methodology, 3rd party review, and go-and-see study.
The go-and-see studies were paramount in answering every "why" question we had. Over time, we met over 30 users nationwide in their homes to observe them, research, buy, download, and use McAfee on their PCs.
We observed users fumbling through purchase decisions, completing transactions, inability to install the product, frustration using the product, and much longer support calls. Although several issues were uncovered in different parts of the journey, we wanted to focus on the foundations and redesign the PC experience, as it directly impacted millions of customers and had a high business impact.
To discover what mattered most, we had to dive deeper beyond the telemetry data to understand why. We performed a Heuristic analysis using the pure methodology, 3rd party review, and go-and-see study.
The go-and-see studies were paramount in answering every "why" question we had. Over time, we met over 30 users nationwide in their homes to observe them, research, buy, download, and use McAfee on their PCs.
We observed users fumbling through purchase decisions, completing transactions, inability to install the product, frustration using the product, and much longer support calls. Although several issues were uncovered in different parts of the journey, we wanted to focus on the foundations and redesign the PC experience, as it directly impacted millions of customers and had a high business impact.
Key findings
Key findings
In our deep dive to discover what matters, we identified key customer needs to keep the entire business unit grounded on the problems and direction.
In our deep dive to discover what matters, we identified key customer needs to keep the entire business unit grounded on the problems and direction.
Show me I'm secure
Say it in English
Keep it simple
Show me value
Stop messaging me
Don't slow me down
Show me I'm secure
Say it in English
Keep it simple
Show me value
Stop messaging me
Don't slow me down
THE VISION
THE VISION
Customers recognized and trusted our brand. Most importantly, they expected us to have their back as they navigated the digital world, and it was on us to build a more thoughtful solution focusing on protecting what they cared about most.
Customers recognized and trusted our brand. Most importantly, they expected us to have their back as they navigated the digital world, and it was on us to build a more thoughtful solution focusing on protecting what they cared about most.
THE STRATEGY
THE STRATEGY
We had many stakeholders involved in this project, so it was especially tough to handle feedback and opinions. To manage this, we identified key stakeholders and involved them from the beginning. We worked together and aligned on the outcomes as we progressed.
We had many stakeholders involved in this project, so it was especially tough to handle feedback and opinions. To manage this, we identified key stakeholders and involved them from the beginning. We worked together and aligned on the outcomes as we progressed.
Another challenge as a designer was to align business needs with customer needs. To be strategic and defend our decisions, we came up with 5 design principles. We used these extensively to come up with concepts, respond to feedback, and make decisions.
Another challenge as a designer was to align business needs with customer needs. To be strategic and defend our decisions, we came up with 5 design principles. We used these extensively to come up with concepts, respond to feedback, and make decisions.
THE IDEATION
THE IDEATION
We aligned with the entire business unit on the problems and the design strategy, and given the green light to proceed. Our small cross-functional design team then started the fun process of coming with ideas and concepts to meet our identified needs.
We aligned with the entire business unit on the problems and the design strategy, and given the green light to proceed. Our small cross-functional design team then started the fun process of coming with ideas and concepts to meet our identified needs.
IA that makes sense
IA that makes sense
McAfee Total Protection was a subscription that came with multiple services to protect users' PC, Identity, and Privacy. Therefore, we designed the information architecture to help the user accomplish their goals efficiently.
McAfee Total Protection was a subscription that came with multiple services to protect users' PC, Identity, and Privacy. Therefore, we designed the information architecture to help the user accomplish their goals efficiently.
Concepts
Concepts
As a team, we explored a few concepts. We collaborated closely with stakeholders to get their feedback and buy-ins. We also prototyped these concepts and put them in front of users to narrow down and iterate.
As a team, we explored a few concepts. We collaborated closely with stakeholders to get their feedback and buy-ins. We also prototyped these concepts and put them in front of users to narrow down and iterate.
THE SOLUTION
THE SOLUTION
After several rounds of iterations and rapid user testing, we finally aligned on the solution that we were excited to evaluate further and learn. Below, I will talk about the solution in-depth:
After several rounds of iterations and rapid user testing, we finally aligned on the solution that we were excited to evaluate further and learn. Below, I will talk about the solution in-depth:
Show me I'm secure
Show me I'm secure
With a glance, you can check your security status and discover a lot more you can do with McAfee, like Protecting other devices, running a scan, or securing your passwords.
With a glance, you can check your security status and discover a lot more you can do with McAfee, like Protecting other devices, running a scan, or securing your passwords.
Be my guide
Be my guide
You can now get all the essential information that makes sense to you and take actions confidently to protect you and your devices.
You can now get all the essential information that makes sense to you and take actions confidently to protect you and your devices.
Make it easy to navigate
Make it easy to navigate
At a glance, you can now see all the different services and values that McAfee provides right from the top-level menu.
At a glance, you can now see all the different services and values that McAfee provides right from the top-level menu.
A welcoming experience
A welcoming experience
We wanted to delight and educate users the moment they interacted with the app. At the same time, we also wanted to use this opportunity to quickly show the values and benefits we provide in a fun way to establish a strong sense of security.
Since we didn't have a dedicated illustrator and animator in our team we worked with a 3rd party agency to bring our ideas to life to create a fun and informative welcome experience for our users.
We wanted to delight and educate users the moment they interacted with the app. At the same time, we also wanted to use this opportunity to quickly show the values and benefits we provide in a fun way to establish a strong sense of security.
Since we didn't have a dedicated illustrator and animator in our team we worked with a 3rd party agency to bring our ideas to life to create a fun and informative welcome experience for our users.
Right after the welcome, the guide oriented users to the new interface and helped them get started.
Right after the welcome, the guide oriented users to the new interface and helped them get started.
THE USER REACTIONS
THE USER REACTIONS
After going through several iterations, we narrowed down to a final version and put it in front of the users. Participants found the new version simple.
After going through several iterations, we narrowed down to a final version and put it in front of the users. Participants found the new version simple.
DELIVERING DESIGNS
DELIVERING DESIGNS
Our design team followed two week sprints while the engineering team still utilized a waterfall approach. Because of this, we relied heavily on prototypes to review designs, share interaction details, gather feedback, and set correct expectations. We then delivered all the design assets, interactions, and rules in different chunks.
I was lucky to share the workload with another designer in this project. We all worked very closely to deliver design assets. Most importantly, we worked closely with engineering during implementation identifying gaps to maintain design efficacy.
Our design team followed two week sprints while the engineering team still utilized a waterfall approach. Because of this, we relied heavily on prototypes to review designs, share interaction details, gather feedback, and set correct expectations. We then delivered all the design assets, interactions, and rules in different chunks.
I was lucky to share the workload with another designer in this project. We all worked very closely to deliver design assets. Most importantly, we worked closely with engineering during implementation identifying gaps to maintain design efficacy.
Thanks for reading!
Thanks for reading!
THE IMPACT
THE IMPACT
This product was McAfee's bread & butter, so marketing, program management, product management, partner team, and the executives were very cautious about rolling it out to our customers. Fortunately, we anticipated this during our design process. We also knew that to measure our designs' impact we needed built-in sensors. So, we carefully planned, designed, and implemented them during our design and development cycle.
We started by rolling out on a small cohort, measured the impact against crucial success metrics then slowly rolled out to a broader user base worldwide. In summary, the conversion, retention, and the NPS score improved significantly across the board.
The program was a huge success. This journey brought me even closer to understanding how customers feel about their security. For many, it is a daunting experience; it's a journey hard to navigate.
This product was McAfee's bread & butter, so marketing, program management, product management, partner team, and the executives were very cautious about rolling it out to our customers. Fortunately, we anticipated this during our design process. We also knew that to measure our designs' impact we needed built-in sensors. So, we carefully planned, designed, and implemented them during our design and development cycle.
We started by rolling out on a small cohort, measured the impact against crucial success metrics then slowly rolled out to a broader user base worldwide. In summary, the conversion, retention, and the NPS score improved significantly across the board.
The program was a huge success. This journey brought me even closer to understanding how customers feel about their security. For many, it is a daunting experience; it's a journey hard to navigate.
Thanks for reading!