While exploring the current user onboarding process, captured in the visio diagram on the left, I identified issues in 3 areas that could be addressed to immediately improve the UI:
The enrollment process varies by partner: some partners offer users free or paid identity protection bundles; bundle configuration can include credit services, which require user authentication; some bundles include services that require additional data inputs. [Current enrollment PDF
Users don't appreciate the density of information that could potentially be collected from them before they see anything back from the service. Although previous work
had been done in an effort to address this, user studies made it clear that more needed to be done.
There is a lack of context around what the information was being collected for.
The UI did little to help users understand to expect next, putting them into the dashboard with little guidance on how to maximize the identity monitoring service they just enrolled in.
Users could not grasp the importance of managing their user data within the product. The more data the user inputs into the service, the more the service can do to monitor their online identity, including personal data, social media, and data for their children (if applicable).
More problematic, the data collection points are dispersed throughout the product: adding children means navigating to that Child Monitoring service page; adding a new credit card for monitoring against illicit websites means navigating to the CyberAgent service page. With many users cautious about sharing yet more data, this scattered data collection does not strengthen the user's understanding of how data entry can help them.
The user's ability to manage personal data had been on my radar for several quarters. The ask to update the user's Account page created an opening to start explorations that could help address our product deficiencies more holistically. With the current onboarding flow clearly depicted, I started down the sketching path.