Overview
SiteLock was acquired not too long ago before I join the Sectigo team. It was important to validate the issues and find more profound end user’s pain points. I was the main designer working on this product with a team of product managers and engineers.
My role
I was responsible leading the entire research process for this project. Deliverables are including User Interview & Testing, Persona, Job-To-Be-Done, Competitive Analysis, Flow Diagram.
Deliverables are presented to the Product, marketing and engineer teams to find the requirements for the design work.
Goals
Usability Testing
Total 3 users were participated.
I led the SiteLock usability testing from the recruitment to one on one usability testing. I would sometime invite my team, engineers to observe the sessions.
Participants
The Problems
Problem 1- Onboarding/ setup
End users need to set up the features like SMART ( Secure Malware Alert& Removal Tool) or backup scanning in order to use the dashboard. However the process for this onboarding is not only highly technical, but also it is not linear. 3 out of 3 users expressed onboarding is nearly impossible without help.
“ Wizard (onboarding) does not walk you through all the setup process. You kind of have to know I’m not done.”
Problem 2- Scanning Status
Most likely user log in to the dashboard when they want to check their website status. But from the usability testing, I found out that some of the services not clear for them.
“You have SMART scan and Malware scan that both does malware. It’s not immediately clear what’s the difference to customers."
Problem 3- Dashboard
We have different user base who can manage over 50 websites registered under one account. In this case, how do we present all the data in one page?
“Once I have 40-50 domains, how does it (data table) look like.”
Persona
Job To Be Done
JTBD was created based on user type 1 persona.
JTBD: Why would user log into SiteLock?
What kind of work are they trying to get it done?
Gain: What are they gaining by using this site?
Pain: What’s their current pain points?
Pain Relievers: What user are doing to relive this pain?
Gain Creators: What service/feature are we providing to help user get job done?
Competitive Analysis
CodeGuard offers pretty similar services in terms of backup and malware detect/removal. I found CodeGuard onboarding process more user friendly than SiteLock.
CodeGuard Onboarding Flow
SiteLock Onboarding Flow
Flow Diagram
Flow diagrams were created to share with the team to understand the flow of onboarding process and technical constraints.
SiteLock Onboarding
SiteLock DB Onboarding
Result & Next Step
From the usability testing, I was able to validate the platform’s 30% user inactivity rate and synthesized major issues during the onboarding step. To see the report, click Report