CenturyLink
An app design for residential and commercial security classifications
Duration
2017
Type
#Telecomm, #Security, #iOS
Responsibilities
personas, sitemaps, wire-framing, prototyping
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.
In addition to its consumer-focused services, CenturyLink also provides enterprise-level solutions, including cloud computing, managed hosting, data center colocation, and IT consulting services. The company operates a global network of data centers and provides network connectivity services to businesses of all sizes.
CenturyLink has a long history in the telecommunications industry, with roots dating back to 1930. Over the years, the company has grown through mergers and acquisitions, acquiring a number of other telecommunications and IT companies. Today, CenturyLink is one of the largest technology companies in the world, with operations in more than 60 countries and a workforce of over 40,000 employees.
The Problem
CenturyLink, a leading provider of internet and VOIP services, 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 challenge was to develop an interface that appeared serious and powerful, yet friendly and approachable to the target audience. The app was to be designed to give users peace of mind in regards to their internet and device security, while also being user-friendly and easy to navigate.
The ideal solution would be intuitive, with clear and concise instructions, allowing even those without technical expertise to use the app with ease. Furthermore, the app would provide users with the ability to set and manage their preferences in a way that is both efficient and user-friendly.
Ultimately, the goal is to provide CenturyLink's residential consumers with a tool that enables them to manage and monitor their connected devices and security preferences, while also creating a sense of security and trust in CenturyLink's brand.
The Solution
An 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 commerical 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.
Sitemap
Afterward, the focus shifted towards conceptualizing the structure of the product mainly thinking about what the functions and main actions required at this particular part of the process.
Given this perspective, I prioritized the use of iOS devices and proceeded to design a sitemap that visually depicted the primary user journey within the product.
Sketches
At the onset of the design phase, I initiated the process by creating preliminary sketches outlining the desired page layout. My objective was to enable users to easily navigate all of their network devices, while also keeping an eye on any suspicious network activity.
Low-Fidelity Prototype
With the foundation of the website's structure in place, the next step involved crafting low-fidelity wireframes. These wireframes served as initial representations of each screen's layout and content. Subsequently, these wireframes were transformed into lo-fi prototypes, allowing for a rapid assessment of how the screens should seamlessly flow together.