Case Studies

INTRODUCTION

The company was shifting it’s value proposition from Insurance to 360 Protection and was exploring ​protecting clients digital identity as an expansion of their business.

They had an idea of showing clients their digital footprint that would lead them to a paid service to protect ​their digital identity.

CHALLENGE

In market research testing, clients have indicated that knowing their digital footprint did not convert them to ​paid users.

The company needed a way to pilot converting clients to paid users,

Solution

I led the research effort in partnership with business partner, product owner and designer, leveraging proven ​practices (mindset, skillset, and toolsets) to develop pilot plan, validating and challenging user experience that ​will convert users to paid users.

Jus Yong

Case Studies

Capture stakeholder ​hypothesis and assumptions ​of potential end user needs ​and reason for users to ​convert to paid users.

Craft workshop with designer to ​ideate with business partner and ​product owner on ways to ​address user needs and user ​experience of product.

Guide wireframe creation ​based on potential user’s ​feedback to get additional ​feedback on user ​experience flow.

STEP 1

STEP 2

Step 3

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Step 6

Gather potential user’s ​digital safety triggers ​and actions users will ​take to protect their ​digital identity.

Get feedback from ​potential users on ​concept created from ​ideation to inform ideal ​user experience

Inform beta build with ​findings

Jus Yong

Case Studies

RESULTS

Based on research findings on triggers that would entice potential users to take action, design was able to ​create a better user experience that leads to users converting to paid users.

This research was also done internally, and beta tested internally that reduced research cost for the company.

Conclusion

User research and beta testing were done in-house with internal resources and employees as users creating a ​low cost, and low risk testing environment to bring the pilot experience to life.

A controlled testing environment allowed innovation projects to gain confidence with user desirability, ​business viability and technical feasibility.

Jus Yong