Challenge: IMC 2.0 is comprised of several services. An example is CyberAgent, a service which poorly displayed relevant and actionable information to the user on the dashboard. The user had to dig to figure out that the value of this service is in entering data to be monitored, which was not clearly indicated.
Method: Discuss user pains with Product based on call center feedback, analyse similar services, whiteboard, iterate and iterate again.
Impact: Increased perceived value of the service as users input more data for monitoring and receive alerts against those data inputs.
The initial IMC 1.0 instance of the CyberAgent service. CyberAgent collects user data to monitor it for illicit activity on the "dark web." Notice how little about the service is readily apparent, with no prompts to add or edit monitored data from the Dashboard. The Monitored Information section on the Cyber Service page is beneath the fold with an unpleasant usability for adding and editing data.
Data collected from the user in the CyberAgent service is important: it adds value to the product for the user. If the user does not enter data to each section of monitored data, the service is unable to flag and alert the user if her/his data has been found on an illicit website. I worked through iterations to help the user understand what this service does and encourage her/him to add information for monitoring. This usability study shows a dashboard with one of these iterations.
This dashbaord service card for CyberAgent does what it should: provides a clear path towards adding information to monitor, a status overview on data types, and a list of all data types that can be monitored. Users I interviewed indicated they were unlikely to visit each service page; this design solution provides them enough information so that they don't have to go digging for it.