Digital privacy and security company
Clario is on a mission to deliver on the promise of digital life, secured. The company spent $30 million in 2020 to develop and market Clario with a team of 800 people including 600 on-demand tech experts.
My Role
I was a Lead Designer on the project, focused on Desktop (Mac OS and Windows later) and Web extension.
Frameworks used
Design Thinking, mixed with JTBD and Reforge
Duration
2019-2020
There was no perfect way to design this product. This is a next-generation security solution, even though we did competitors research there was no product like this on the market. We had to create something new.
The Challenge
Apart from all other antiviruses, which sound like: “I’ve scanned your hard drive and found 10 viruses”, our approach was not device-centred, it was different.
User experience was vital for the product; it was something we could diversify on. The solution had to be personalized, self-explanatory. We had to explain to customers how we protect them and provide protection outside the App.
This is a case study of what we did.
Most of it is under NDA, but I will try to show my approach. 👇
At the Discovery phase, we conducted nearly 130 unmoderated and moderated tests, used the Kano Model to understand where we should aim, people’s needs, jobs and pains.
After we Defined what we wanted to build and cut it to iterations, JTBD framework was used.
Competitors
Next, we went to the Ideation phase.
21 idea was tested during user-interviews.
We split them between 3 buckets of ideas, each one for 10 people to test.
We used Reforge retention strategies to create drivers and acquisition loops.
After user-testing, we had a winner. And again we used card sorting for features prioritisation inside the product.
Prototyping the flows and states. Approximately 500 screens were designed and tied in the clickable prototype.
Creating a lot of screens required a Design system, so we also did it.
Next dev/marketing-checking, and getting ready to show our product MVP for Desktop and Mobile on CES 2020 in Las Vegas.
Testing
After we made a Prototype for our future product, we went to London to see how people react to VP and UI during the Focus-Groups.
6 groups, 45 people in the UK and US.
Results: The product experience had a good fit to ‘simple, easy to use’ which is especially important for the Fearful/Conscientious consumers in the UK and US.
For validating on users, we conducted Usability testing (moderated and unmoderated), SUS surveys.
We created a feedback platform (for CX team, called “Customer Lab”) inside the app to collect feedback and metrics (CES, CSAT NPS).
After the tests, we tuned the product.
Desktop (Mac App), iOS and Android mobile App, Menubar Extension, Chrome and Safari Extension were created.
Houston, We Have A Launch! 🚀
Jun 24, 2020 — Clario announced that digital security and privacy app is now available for download on macOS, iOS, and Android.
After the product launch
We had 10+ iterations and versions. We looked at Analytics, Metrics, performance testing, getting feedback from Customer Lab for our next iteration.
My reflections
This was a great journey and experience of creating the next-generation product. I want to say thank you to all people who were supporting me during this project and shared all this experience. Special thanks to Sava, Feldy, Pashtet, Adik and others.