CenturyLink
An app design for residential and commercial security classifications
Duration
2017
Type
#Telecomm, #Security, #iOS
Responsibilities
personas, sitemaps, wire-framing, lo + high fidelity
What is CenturyLink?
CenturyLink is a global technology company that provides communication, networking, and IT services to consumers, businesses, and government entities. The company operates as a major internet service provider (ISP) in the United States, offering high-speed internet, digital TV, and home phone services to residential customers.
The Problem
CenturyLink was seeking a consumer-facing security interface for iOS that would be easy to use and has a simple, yet powerful interface. The goal was to provide a free utility to their residential consumers, primarily in the mid-20s to early 60s age range, that would allow them to control their connected devices, set bandwidth limitations, and monitor their security preferences.
The Solution
A native security app that would allow CenturyLink residential and commercial customers to access the security threats and vulnerabilities of their personal and professional networks.
Understanding the User
I started the research process by interviewing the client and gathering requirements. Their expertise in cyber security provided me with much information on the industry but not the pain points of the user, that I had to determine by working with customer service and reading the report logs that were sent to them in order to determine what types of threats do customers report, what are the most typical, and so forth.
Research Insight
Here were some of the insights gathered from the research:
Users to have visibility into their residential and commercial networks
Users wanted to be able to control what devices had access to the networks in a more intuitive and visual way
Users wanted an easy way to escalate a security vulnerability or incident
Personas
Following the analysis of user research findings, the next step was to develop personas, which aided in envisioning the intended audience. To facilitate the design process, I ensured that one particular persona effectively represented a user that was interested in helping understand their personal and business security network needs , and who was enthusiastic about improving the workflow process, taking into account their pain points and frustrations.
This persona served as a constant reference point throughout the entirety of the product design journey, helping to maintain a clear focus when making design choices.
