Citrix Analytics Services

Process

  • UX design

  • Prototyping

  • Visual & Interaction design

Access Assurance

In 2020, when the world was shaken up by the emergence of a pandemic, companies had to quickly adapt to remote and hybrid work environments. As an enterprise platform that enables employees to work from anywhere and any device, we set out to help companies gain better visibility into their remote workers activities.

Time frame

2021 - 2023

Platforms

Web (Desktop)

Team

I led the design and collaborated with:

  • 1 Project Managers

  • 2 Engineers

  • 1 Content Strategist

  • 1 Researcher

Problem Statement

With employees accessing company resources remotely from different locations and devices, it introduced new challenges for the company’s overall security and impacted the IT and security teams who assess risk and monitor threats across the organization (SecOps).

Our customers needed to mitigate any security threats by understand where employees were accessing from, what application they were using, from what devices and what network.

SecOps teams would typically review log files to get access date which was proven to be time consuming.

Goals

We set out to provide an easy way for IT admins to understand where employees were accessing from in respects to location, network, devices and authentications. If any anomalous behavior is detected, SecOps should be informed and have the ability to protect users from potential compromises via geofence rules and actions (blocking access, etc).

In summary, our goal was for:

  1. Visibility at high level of user access

  2. Ability to drill down to investigate user activity

  3. Ability to set parameters of what is considered anomalous

  4. Ability to act on anomalous behavior detected

  5. Promote more frequent usage of CAS; instead of CAS being a product users occasionally visit to “fix” something. (Long term)

Design Process

Highlighting a few critical steps throughout the overall design process:

01 Defining the userflow

While mapping out the potential user-flows, I had debated whether to automatically apply the “counter” code or allow the customer to click and apply it. In a world where we generally want less work for our customers, auto applying the “counter” code makes sense because it’s one less click.

However, the click to apply approach had compelling benefits:

  • Ensure awareness of the counter code applying (auto applying could assume expired code worked)

  • Delight factor of discovering & winning a counter code

02 Defining the interaction

After we had decided on click to apply, we had to figure out how to display the counter code. We explored modals, appending the counter code to the error message and so on.

We decided on a solution where we pause the moment a customer hits apply after entering an expired code and before the customer sees an error message. This eliminates the need to show the customer a negative message like “your code has expired” and instead offers a delightful surprise — a counter discount.

Because this interaction was very specific, I built out a prototype in Principle. This was helpful in clearly demonstrating the full concept during the product, engineering and design review.

As part of the design process, the product manager and I took this feature into design review — a forum where all members of the UX team (design, content strategy and UX research) offer constructive feedback. With the feedback from various groups, we were able to work towards finalizing the designs.

Results

This feature launched successfully across all platforms globally. We reduced the occurrences of promo code errors, while increasing conversion by ~8% and improving our customer’s experience.

Suggesting a promo code only alleviates a subset of promo code errors. However, this smaller impact feature has helped us build more confidence in pushing for bigger impacts we can make in the overall promo code experience.