SAT campaign summary report
Campaign summary report, a feature under Webroot's SAT (Security Awareness Training), underwent general improvement and the addition of new capabilities based on core user feedback. The goal was to integrate actionable insights for MSPs and IT admins to enhance cybersecurity awareness training for their clients.
Role
Interaction Design
Visual Design
Outcomes
93% user satisfaction
82% overall performance
Team
1 Product Manager
1 User Researcher
2 Software Engineers
Duration
6 months
Background
Webroot's SAT is designed to help SMB/C managed service providers and IT admins educate employees or clients on cybersecurity best practices by completing campaigns. The campaign summary report is used to communicate the progress and effectiveness of these campaigns.
Project Scope
Enhancing the campaign summary report screen to facilitate easier error resolution, clearer data presentation, and more effective training performance analysis.
It started when I was 3 months into joining OpenText…
The kickoff was completely unexpected. At the time, I was working on improving the onboarding experience for employees. Still, my manager challenged me to take on the CSR (Campaign Summary Report) project, with the help of a Senior Designer. The project became 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.
Gathering insight from direct user feedback
Problem 1
Lack of information hierarchy
Problem 2
Unclear data visualization
Problem 3
Poor table readability
Problem 4
Ineffective
layout
Feature prioritization by Phase 1 & 2
Sankey Diagram
Allows users to view campaign progress from start to finish.
Course Completion Table
Users can drill down specific data using the search bar and filter.
Thumbnail Size
Significantly decreased to emphasize primary elements.
Courses Layout
Section minimized from a grid layout to a horizontal overflow.
Before
After
Header: Icons added for visual representation of each category. Purpose of the colour was to bring in more attention to the header content, as it was easily missed.
Data Visualization: Streamlined Sankey diagram colours to highlight each status. Introduced a segmented controller to switch between Sankey diagram and bar chart views, enhancing user flexibility.
Table: Combined two tables into one. Users can now acknowledge and resolve errors, re-send emails, and track client activity with accurate timestamps. Expandable rows provide detailed insights.
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.
