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McAfee Onboarding to Dashboard and Protection Score
Rework of McAfee Onboarding and Dashboard Design
Responsibility: Research, IA flows, UX Diagrams, Final visual design
Role: UX Lead, UI Design
Process: Research, Sketch, Iterate Solutions, Hand off to UX team, User Testing, Implement HW
McAfee's Customer dashboard was not being utilized. Customers were not enticed to use their account features. There was an immediate ask to refresh the Dashboard experience and help customers complete specific tasks related to their protection plan.
The refresh also needed to incorporate new Protection Score features, and have a simple method of presenting the customer with actions they needed to take with their account. Leadership wished to increase engagement with customers.
Old McAfee user dashboard
New McAfee user dashboard
New Features
• Security Score
• Action cards for customer actions
• Action carts for notifications
• Carasel to rotate through customer actions
• Banners fir upsell
• Status
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Onboarding would help educate the customers on the new features, and provide the first interaction with the new UX for the dashboard.
Using the competitive analysis diagrams I created for the IA flow, I created new flows that showed possible onboarding experiences, and how they compared to our new "Golden Path" flows.
I prepared several concepts and taking users step by step through an onboarding process that also installed their recent purchases. I also created several flows that allowed the users to quickly log in and enter their Dashboard. From the Dashboard, they could continue installing their software, or go through the onboarding process.
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High Level IA flow for Onboarding
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Competitive research and graphics created to show how our competitors onboarding process. I created these color charts too show our leasdership
The second part of the project is new onboarding and installation.
For the onboarding, we interviewed customers on their preference for protections - which would create a priority for which products they wanted to install. This however created more customer friction, as many users imply wanted the products to auto install. Their "purchase" of the product was their agreement to install the protection package.
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To simplify the onboarding, I introduced onboarding tasks into the Dashboard card system. Now users can go directly to their dashboard, and onboarding would be presented to them on the carousel. Upon completion, new cards would come in focusing on their current protections and associated tasks.
I created a color and content system for the cards in the carousel. The card style would help the customer differentiate between the cards, and allow some of the cards to act as notifications within the dashboard.
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Results
The new dashboard was implemented, and we changed "log in" to occur before purchase. Users would then be taken directly to their Dashboard to finish installation if they were a known user. New users were presented with the onboarding experience - which went to the user dashboard after the first protection install.
Reaction
Customer retention improved, and friction reduced with the shopping experience.
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