Identity Force is an identity theft protection subscription that provides services like alerting and monitoring for identity theft, fraud, social media hacking, child identity theft, credit card theft, insurance fraud, IRS tax fraud, and medical theft just to name a few. They provide services to both individual users and businesses. Their mission is to provide identity protections to you, your family, and your work life.
The challenges that my team was faced with during this project was that, while the desktop version of the website was both beautifully designed and easy to navigate, the mobile app had serious usability issues. The mobile app is hard to navigate, hard to read, does not send notifications when set up to do so, and is overall frustrating for both the user and the business. My group also wanted to heavily focus on how we could get more users to sign up for this type of service before the consequences of a stolen identity were upon them.
Brief: Identity Force is in need of a mobile app to replicate their desktop version of their eCommerce site
My Role: UX/UI designer, user researcher, visual design, usability testing , persona developer, wireframer, information architect, content strategist
Time Frame: 2 weeks
Deliverables: A mobile Application
Tools: Sketch, InVison
Group Members: Alex Lazear, Elyza Brillantes
As a group, we started our interview process by each sending out a survey through our social media sites along with our LinkedIn profiles. Through this we were able to generate 35 responses, resulting in 5 in-person interviews. We were also able to leverage several online reviews. We were able to collect valuable information on the type of services that Identity Force has to offer and what kind of user is likely to subscribe to this type of service along with issues that current users might be experiencing with the mobile app.
Through our interviews and online reviews we discovered a few valuable insights and pain points
The mobile app itself was hard to navigate and not easily readable.
The updates and notifications were inaccurate and often sent during incorrect time frames.
The general population of people taking the survey stated that they would not pay for this type of service, even ones that were victims of identity theft in the past.
Most users were uneducated about identity protection services in general.