user research
Cybercrime Incident Response
Understanding cyber incident user personas + gathering MVP product requirements.
Role
Design Manager Lead Product Designer User Researcher
2022 - Ongoing
Goals
Identify Core Business Requirements Develop Product Roadmap Uncover Targeted User Personas
Overview
In order to map out the product strategy and understand requirements, we conducted over 20 hours of interviews with internal and external stakeholders.
We spent subsequent weeks analyzing the information collected to discern what users need, expect, and what is feasible to develop.
Process
How do you get buy-in from a internal stakeholders that have never worked with a product team before?
Strategy: after much iteration, you show them how you’ve listened to their pain points and heard them by showing value by engaging them in the product strategy.
These are illustrations on how I was able to convey the complexity of the organization where each business unit is a critical part of the whole.
3-Day Workshop: Collecting Feedback for Affinity Mapping
From left to right: Norelie Beatty (Assoc. Director of Product), Susan Mustacato (VP of Product & Engineering), Lauren Brown (Product Manager), Chandni Sheth (me - Designer, Researcher)
3-Day Workshop: Collecting Feedback for Affinity Mapping
Tracking Research
3-Day Workshop - Preliminary User Research
Developing Insights from Research
What We Heard
“I want to build efficiencies and especially manage expenses on the breach coach side”
Insurance Carrier #1
“I want to understand our claim trends early so that my teams understand the big picture.”
Insurance Carrier #2
“Our systems are clunky and manually driven. I have to input data in 3 places just to assign a claim.”
Insurance Carrier #3
“Data analysis is very manual and my biggest pain point.”
Insurance Carrier #4
“What you’re displaying is more than what we’ve had in the past.”
Insurance Carrier #5
Analysis
Through the analysis of our four main personas, understood main requirements:
Threat Intelligence - Every insurance carrier is looking for timely data regarding threat intelligence.
Across the board there were a lot of questions around how we represented the data. That includes understanding the data set and all associated categorizations.
Carriers were overwhelmingly enthusiastic about Arete’s industry data and the fact that it is a data set of over 1000 incidents.
There was a strong desire to expand on that data and further supplement it with Arete’s expansive cyber industry knowledge.
Claims managers and breach coaches both expressed needing more data "in the moment" when working on a case.
There's a strong need for actionable data but not a clear learning yet on product form.
Next Steps
We uncovered 4 main user personas from internal to external stakeholders.
Next steps would include validating our assumptions with the Insurance Carriers (persona 1) and testing out our design ideas.
I want to dial in secondary and tertiary workflows to add more value to personas such as breach counsel, internal threat intelligence teams.
Finally, and most importantly, building out the short, medium, and longer term goals to communicate the product development to the client. Setting realistic expectations from a development standpoint is a must.