OpenText Webroot
SAT campaign summary report
Integrating actionable insights for an effective cybersecurity awareness training.
As a UX/UI Design Intern at OpenText, I led the campaign summary report enhancement project for Security Awareness Training. Working with a cross-functional team, I delivered improvements that met a 93% user satisfaction rating and exceeded the goal for overall target performance.
Role
UX Design
UI Design
Team
1 Product Manager
1 User Researcher
2 Software Engineers
Duration
6 months
Background
Webroot's Security Awareness Training(SAT) is designed to help SMB/C managed service providers (MSPs) and IT admins educate employees or clients on cybersecurity best practices by completing campaigns. A campaign summary report is an essential tool for our core users, as it provides detailed insights into the effectiveness of the training campaigns they organize.
Project Scope
Enhancing the campaign summary report screen to facilitate easier error resolution, clearer data presentation, and more effective training performance analysis.
Process
An unexpected project kickoff!
The project started when I was 3 months into joining OpenText. At the time, I had worked on improving the onboarding experience for employees. Still, my manager challenged me to take on the Campaign Summary Report(CSR) project as the UX lead, with the help of a Senior Designer. The project had become a priority after the product manager collected feedback directly from customers on the current CSR design.
Business Need
MSPs are having a hard time reading and resolving campaign errors, often leading to frustration and delays in campaign progress for their clients.
How Might We
How might we streamline campaign management to help MSPs quickly interpret, address, and resolve campaign issues, improving overall workflow and reducing delays?
Personal Challenge
Being relatively new to the team, I had to learn the ins and outs of SAT quickly. Additionally, I had to balance major user needs while managing scope creep. We discovered that addressing one user need often led to additional requests.
Working in an iterative process to deliver phases 1 & 2.
Since the scope was too big, it made sense to divide the project into 2 phases. Working in a cross-functional team with software engineers and a product manager, I quickly delivered the requirements for phase 1 to receive the initial feedback to implement into phase 2. By the time phase 1 launched, I was already working on phase 2.
Feature prioritization based on user feedback
To ensure a well-informed project approach, I started the project by referring to customer insights that was shared by the PM. I then conducted a heuristic evaluation for a formal analysis to identify key design issues. Phase 1 simplified the single-site report interface by combining tables and refining navigation.
Exploring user interaction with new & redesigned features
Phase 2 addressed additional user feedback from phase 1 release, including error acknowledgement and resolution, and redesigned the PDF and multi-site reports. We then teamed up with a user researcher to run usability testing sessions, resulting in user feedback that included an enhanced user experience for error management and campaign tracking.
Streamlined MSP workflows by unifying fragmented data into one view and enabling faster error identification and resolution.
The final output involved bringing to life 3 solutions that collectively enhanced workflow visibility, enabling MSPs to make more informed decisions related to errors.
Resend emails to multiple organizations at once.
In multi-site reports, MSPs can identify email delivery errors across organizations and resend emails to affected clients in one place.
Resolve delivery errors based on type.
Enhanced single-site reports display error types, offering actionable insights for MSPs. A support link is also available for resolving complex issues.
Optimized PDF reports for simplified campaign communication.
MSPs can now easily communicate campaign progress with their clients by generating PDF versions directly matching the digital format from single-site report.
Achieving tangible outcomes.
After the launch of phase 2, we gained valuable insights into the effectiveness of my designs. As my first lead project, it was exciting to see the results surpassing our target goals, exceeding expectations.
93%
Achieved a 93% user satisfaction rate
82%
Met an 82% overall performance score
Closing on a strong note!
During my time at OpenText, I worked on a total of 4 projects. My achievements caught the attention of top executives, earning praise from the VP of Cybersecurity, VP of Engineering, and Director of UX!
From the VP of Engineering …
"I don't know who this Lina person is or what she wants to do in life, but she is one damn good product researcher."
From the VP of Cybersecurity …
"She has generated a mountain of value."
From the Director of UX …
"You managed to impress some of our most knowledgeable members of the audience."
Leading the CSR project was a significant growth experience for me as a designer. Having previously worked on short-term design projects as a freelancer, this was my first long-term project, a challenging yet exciting journey. It enabled me to gain a deeper understanding of the importance of collaboration with diverse stakeholders, as I worked closely with product managers, software engineers, and UX researchers. Working in a cross-functional team taught me how to negotiate and effectively communciate my designs.
This project also taught me to prioritize and manage multiple long-term projects at the same time, resulting in improving my project management skills. It helped me better understand the challenges and opportunities of design leadership, and the impact it can have on users beyond the immediate interaction.
