LifeLock provides a subscription service to protect individuals from identity theft. If a LifeLock member becomes a victim of identity theft, LifeLock will spend up to $1 Million recover and restore their identity.
A member can enroll in LifeLock via the website, mobile app, or by calling a phone sales agent. Members receive alerts when suspicious activity is detected, view their credit score, and monitor transactions.
I am the Director of Design at LifeLock. I partner closely with the engineering and product teams to plan the product roadmap. My goal is to infuse the product process with user centered design and product thinking to innovate and deliver delightful experiences. I delivered customer journey maps to help the business identify opportunities and gaps, led the design team to create and implement a UI patterns library, and set design strategy to redesign key flows for web and mobile products.
I bring increased focus to design quality by emphasizing user research and following consistent standards for content strategy.
UI PATTERNS LIBRARY
Immediately upon joining LifeLock I identified the need for a consistent UI across the company's products. I led an effort with the design team to create LifeLock's first UI patterns library, which has been implemented across the redesign of all key flows. In addition, I collaborated with engineering leadership to build reusable UI components to introduce time savings in the build process.
CUSTOMER JOURNEY MAPS
As a company with multiple channels to enroll customers, there was a need to have a 30,000 ft view of the various touchpoints in order to increase enrollment and reduce cancelation. I developed a comprehensive map of the customer touchpoints comprising the user journey for online and phone enrollment. I analyzed common roadblocks and delivered cross-functional recommendations including design, product, and process improvements to the business.
REDESIGN OF KEY FLOWS
There was a huge opportunity to deliver an intuitive and seamless experience to key flows. I set strategy and vision for the redesign of mobile and web flows at LifeLock. The redesigns incorporated the newly introduced UI patterns and updated brand guidelines.
Enrollment - redesign of web and mobile
In order to increase conversion, the team conducted user research and implemented design changes based on qualitative and quantitative insights. The redesign of the enrollment form led to a decrease in completion time and an increase in completion rate.
Member portal - redesign of web and mobile
To increase engagement and retention, the team conducted user research to determine needs, goals and motivations of members. Based on findings, frequently used functionality was made easy to find and a more intuitive information architecture was introduced.