I work for a startup, where we are developing a cybersecurity product that among other things offers a VPN app. VPN (virtual private network) encrypts your data connection so that third parties are unable to monitor your activity online. If you have never heard about such thing and it sounds too geeky, hang in - the only thing you need to know about VPN for this case study is that it follows a strict No Logs policy. It means that users leave no digital footprint at all so that even Product Team doesn't have much data on how the product is used.
The team and I were challenged to think of a way how to give users voice at the table when we are discussing what to build next in our app.
We had an idea to build in-app feature allowing users to do two things:
- upvote ideas suggested by other users
- suggest a new idea
We did not expect or needed this feature to be mainstream, so we have decided to place it in the settings. Only about 14% of users go to settings tab (even less, engage with it), so it looked like a good spot to catch the heavy users.
As it often happens in the start-ups, we were pressed for time and didn't follow the design process by the book which is why we bumped into a few surprises later on. So, this is not a process-perfect case study. To be honest, I usually think of it as one of my failures, but also as experience worth remembering.
- Competitors' analyses
- User flow
- Usability testing
I was accompanied by great colleagues - our Design Team Lead, Product Owner and Devs team.