WHAT IS LIFELOCK?
LifeLock is an online ID theft security company that provides many services including: fictitious identity monitoring, bank takeover alerts, credit reports, lost wallet protection, and a $1 million total service guarantee. They do a great job at what they do, but their mobile app is lacking. Currently, LifeLock's mobile app (LifeLock Wallet) only functions as a place to store your card information and receive your credit score report. It has a 2.5 star overall rating on the app store, and most of the reviews speak negatively of the app.
INCREASE CUSTOMER ENGAGEMENT
The main goal is to provide tools that would motivate customers to use the app and be proactive in managing their identity. LifeLock wants their customers to find a higher value in the services they provide through a mobile platform.
A MOBILE SOLUTION: CLARIFY, EDUCATE, EMPOWER
Alert Hub: shows alerts from LifeLock regarding suspicious activity
To-do List: next steps and proactive reminders for the user
Progress Bar: based on items completed in the to-do list: cause for motivation
Wallet: a place to store credit cards and ID cards
Credit Score Report: shows credit score and history
Educational Resources: Customized tips based on user activity on the app and other news/information
Customer Support Center: Easy access to call / message LifeLock
UNDERSTANDING OUR USERS' PAIN POINTS
Starting from the basics, we wanted to know people's general understanding of identity theft, and what they would find valuable in an identity theft protection service. We created a survey and gathered data from a total of 50 participants, of which we contacted 5 people for in-person interviews.
From the survey results and interviews, we discovered 3 common problems:
1. Some current users do not know what LifeLock does.
• LifeLock's website is cluttered with information that is not organized.
• Customers are misinformed / confused about what services LifeLock provides.
• Users blindly sign up because of the company reputation
• People refuse to sign up - why pay for something i can do on my own?
2. A lot of people do not know what identity encompasses.
3. People feel helpless and afraid when it comes to identity theft.
• People don't like thinking about identity theft. "I hope it doesn't happen to me."
• People don't know the next steps of what to do if their ID gets stolen.
Naive (Anna): unsure on importance of security, doesn't know what ID protection programs do.
Knowledgeable (Markus): interested in own security, wants tools to facilitate proactive steps.
Some sketches from the 1st iteration.
After many iterations of the home page design, we found most users liked this current design with the protection status on top, then a quick snapshot of the to-do list and alerts. On the footer bar, the remaining features of the app are quickly accessible.
The home page has a progress bar that shows the user if they've completed all the tasks on their personalized to-do list.
From our usability testing, we found that people liked a visual that can quickly help them determine whether they have more actions to complete or not. If the bar is not filled up to 100%, users want to find out what they can do to keep their security at 100%.
The to-do list is composed of actions the user can take to increase their security. Users can always remove a task on their to-do list if they believe it is not needed at the time.
Users can view alerts from LifeLock and take the necessary actions to confirm any possible incidents of identity theft.
CREDIT SCORE CALCULATOR
The credit score calculator gives the users all the information they need on the factors of their credit score with the tap of a button. This is a feature that already exists in the LifeLock Wallet app, but we redesigned it using features and visuals that people will actually find useful.
Current LifeLock's Credit Score Calculator:
We provide personalized tips and catalogued information on ID protection.
It was a challenge to decide what to call our education section, but in the end we decided to call it "tips." We found that people click more into the education section when it is called "tips" as opposed to "learn" or "education."
Users can view simple customized tips that they can swipe through. If they want more detailed information, they can go to the catalogued section below which contain news articles, videos, etc. from reputable sources that the users can trust.