Sureview Cases

Brief

The brief was to conduct a UX Audit, Digital Proposition and Prototype for a SaaS B2B security system.

Client

SureView Systems is an independent provider of software that improves the ability of security command centres to manage and respond to events. Currently, their software has the ability to manage and respond to incidents. SureView Cases is a new product that launched in 2021.

SureView Cases working with Appnovation (a digital agency)

Output

The project consisted of 3 phases and outputs for the project was delivered at the end of each phase:

Research: To understand how the platform is currently performing with its customers I conducted Stakeholder Interviews with key members of the business. I conducted a competitor/comparator analysis

UX Audit, Heuristic Evaluation and Recommendations: A UX Audit was carried out across 6 key journeys on the SureView Cases platform. I identified key areas that need to be improved, recommendations for next steps and the approach to the design concept

Quick wins: Optimisation and tasks to further understand their customer base.

The Game Changers: Proposition development.

Design & Prototyping: The final deliverable was a design concept of key pages in the platform brought to life in an interactive prototype

THE TEAM

As the Lead UX Designer, I led UX Audit, Heuristic Evaluation and Design Proposition. I led the Research and Audit phases, for design, I wire-framed the design and worked with a Senior UI Design on the approach for the hi-fidelity designs and prototype.

RESEARCH

We spoke with key stakeholders at SureView, staff within the product, technology, partnership and customer service teams.

01 Data inputting causes incorrect reporting
The majority of customers are using filters incorrectly because they don’t understand the use of logic in the filters component, this creates inaccurate reports.

02 It’s cumbersome to get started on Cases
There isn’t a guided onboarding to SureView cases to support the new user. With the range of customisation that SureView Cases it isn’t intuitive enough to the customer and therefore they be overwhelmed and require hand holding to get started.

03 It's not intuitive enough for our customers
The difficulty of usability during onboarding and setting up is ambiguous and problematic for users, as a result they contact SureView for assistance. It can take a couple months for customers to be up and running confidently with the product.

04 Too many clicks
When customers interact with SureView Cases they discover that insights and reporting tasks are more complex to do than they ought to be and there are too many clicks to get to the end point. This is a common issue with clients and they reach out to the SureView Zendesk team to assist with queries and set up.

competitor landscape

information architecture

The competitors align on their approach to how they organise their products and industries

experience

There is a similar online experience, some brands are pushing the envelope on innovation.

At first glance, *D3 Security* shares a large amount of content on its platform overview page, some of which isn’t necessary and can be overwhelming to users trying to understand the product.
*Resolver* also provides a snapshot of the portal within the product allowing the user to gain an insight of what the software consists of, nudging them towards requesting a demo.

There is an ease of navigating through the mega menu which allows the user to see their bookmarks, chats and rooms. Navigation views are simple to toggle between and made easy with icons and descriptions.

VISUAL IDENTITY

Consistency of design language with some competitors influences how the quality of their product is perceived

Most competitors use images of the dashboards in their products, how data is visualised and how teams can be linked to an incident case. D3 have highly design dashboards on their website.

Anatomy of the audit

I conducted a review of six key journeys, identifying what needs to be fixed, a suggested improvement and what is positive. In the UX Audit I reference the NNG 10 principles of user interface design and the Laws of UX.

UX AUDIT

Below are examples from six journeys that were analysed in the UX Audit. The Dashboard and Cases, Cases is where a user would report and write up the incident that has recently occurred.

These are examples of the current platform.
An audit was conducted of the following areas:
System Onboarding, Cases, Insights, Dashboard and the Navigation

System wide observations based on the Usability Heuristics for User Interface Design

UX AUDIT KEY THEMES

GUIDING PRINCIPLES FOR DESIGN

Predict & Guide - An ease of onboarding

Effortless experience - Removes confusion from the user being overwhelmed

Make it simple - The user can move through with confidence

THE challenge

For customers that choose SureView Cases how do we create an effortless experience for them to get started and empower customers to move through with guidance and ease.