Research that we relied on

I collaborated with a UX researcher to conduct discovery user interviews to learn more about user needs and goals.

Business vs ♡ user needs

There's a natural link

If admins are enabled to drive adoption and utilization metrics

It will be easier for them to enroll new employees

They'll likely need more licenses for that

Can I fight solution bias?

Co-ncepting

I started to work out the concepts based on the priorizied list of ideas. The main concept was to show actionable insights that IT admins can actually utilize (by sending customizable email reminders) to get more employees to use LastPass. When I found a good direction I invited my content design and researcher partners to some co-design sessions, where we refined the concepts and came up with a plan on how to test them.

The 1st concept... failed

Test participants missed of overall clarity. They just didn't get the concept.

Priority of metrics wasn't displayed well. Too many CTAs overwhelmed users.

The use case was misunderstood. They thought it's about platform onboarding.

The 2nd concept... succeeded

They got the whole concept now. The purpose of the screen was clear.

They appreciated the structure, liked the new collapsable sections.

They appreciated the de-prioritization of opportunities that can only possible boost scores.

They understood the data visualization, they didn't need further explanation.

Identified some improvement areas for future iterations

Some scope cutting adjusting

Due to some priority and resource changes we had to adjust our plans to ship value in a more incremental way. I proposed a phased approach with a first version that still solves the root problem.

No customizable email option

Don't introduce new page hierarchy

No personalized recommendations

Fewer options to dig deep in data

Finalize it with LastKit 2.0

We got the validated concept, what was left is to finalize the UI and apply LastPass's new design system: LastKit 2.0. Along the way we had to make some compromises. Our end goal was to have one dashboard that displays all important information, but to deliver value quicker, we kept the structure of the current dashboards and introduced a simple overview page. This guides users to the information they care about the most in the meantime.

New information architecture

• Overview: for quick access

• Adoption: to oversee where users stuck in enrollment, and to see whether they use LastPass

• Security: to monitor whether employees are keeping their credentials safe or not

Smart recommendations

Opportunities display that might boost usage rates among end users.

• Quickly turn on policy that controls end user onboarding

• Remind folks, who haven't started using LastPass

• Remind folks that they can invite family members for free

Custom reminders

• Customize email reminders to match your organization's tone and voice

• Preview email before sending, just to make sure

• Copy email text to send it where B2B end-users really are (e.g. Slack, Teams, etc)

More detailed insights

Added depth to security insights so admins can make informed decisions.

• Full visibility into end-user security score data

• Connected workflows: recommended policies to improve metric

Adoption dashboard shows actionable insights on where users are stuck and whether they are using LastPass or not.

Security dashboard shows actionable insights on vulnerable credentials stored in LastPass, and much more.

Interim overview page to direct users to the section that's most relevant, depending where they are in the lifecycle.

Outcomes

+2% increase in licenses bought by existing customers

Improved visibility into end-user adoption, utilization and security

Improved team's design documentation processes