asurion passwords was a whitelabeled password manager app on iOS and android that allowed users to store and access login credentials and be notified of password breaches.
Role
Product Designer
Company
Asurion
Year
2017
Location
San Mateo, CA
Project
stolen passwords
stolen password flow
safe password flow
Situation
We needed to increase engagement with our app and gain more users. In light of recent events surrounding passwords and information being hacked, we thought developing a tool for users to check if their passwords had ever been stolen would both increase engagement and increase the number of passwords added per user.
Obstacles
There was a lot of feedback during our testing that they loved the idea of being able to check if their login records had been stolen, but didn't believe it was that easy to check. We also were in the middle of negotiating a contract with another company to do the stolen password check but it was blocking the development of the feature so we went another route.
Action
I created user flows and prototypes based off of user stories. I also ran usability and preference testing throughout the design process to validate my design decisions. There were known limitations from engineering but the designs were shared with the team throughout the process to stay on the same page. Our KPI was to increase the number of login records saved per user from 5 to 10.
Results
We came up with two approaches, one to allow users to check if their password had been stolen after every login record is added, also known as the immediate check, and one that did a weekly check to scan all of their currently saved login records, also know as the ongoing check. This project is no longer live in the App store for both Android and iOS. I do not have any data to show if we met our KPI.
User Flows
Firs time password check flow
Ongoing password check flow
What did I learn?
I learned how to better structure my research questions on UserTesting.com, how to run preference testing on UsabilityHub, and how to better record users during guerrilla testing sessions with users at coffee shops. I learned how to use TestFlight to review apps before they went live in the app stores. I learned how to work within a larger organization. I also learned that sometimes, no matter how much time you spend on a project, it might get shut down due to the client, a budget, or something completely unexpected. It also might unexpectedly start back up, and you should leave a project in a good place to pick it right back up where you left it. I also spent a good amount of time structuring our files and using symbols (Sketch days!) so we could easily re-skin the app in the scenario one of our carriers wanted to move forward with this project.
