Challenge: The CyberAgent service did poorly conveyed the method by which users could enter data to be monitored. This resulted in a poor user experience on the CyberAgent service page.
Method: Discuss user pains with Product based on call center feedback, analyse similar services, whiteboard, iterate and iterate again.
Impact: Simplified method for entering data and displaying monitored data.
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.
The methodology for collecting user information was finessed in user studies to arrive at this recipe for development to build.