TeamViewer
Enhancing Remote Access Security & User Experience
Due to an NDA,I can not provide with detailed product specifics and precise outcomes. But, this case study summarizes my workflow and approach , illustrating how user-centric design significantly improved security and user experience.
My Role
UX Researcher
UX Designer
UI Designer
Tools
Duration
6 Months
Adviser
Wolfram Nagel
Challenge
Users needed quick, seamless access but without compromising security.
Reducing friction while ensuring users fully understood the risks of their actions was a key objective.
Goal
Clearly communicate the consequences of critical actions to ensure informed decision-making.
Minimize friction to enable users to act swiftly and confidently while being aware of potential risks.
Method Tool Box
What tools did we use for a 16 weeks project?
Research:
Interviews
App Reviews
A/B Testing
Ideation:
Brainstorming
Crazy Eight
Creation:
User Flow
Prototype
Testings
Research
What Are the Current Challenges
The case was a crucial step missing from the existing user journey. By conducting competitor analysis, I quickly built prototypes for testing. These prototypes helped to understand how users interacted with the new flow and revealed any frustrations or complications they faced along the way.
Ignored warnings
Users frequently overlooked multi-step warnings, often proceeding without fully understanding the consequences.
Need for clear communication
Users were not fully aware of the implications of significant actions (like deleting an account), underscoring the necessity of simple, impactful warnings.
Pain Point
Further research and close collaboration with stakeholders showed the core pain points driving user frustration. This deeper understanding helped us refine our solution and better address the underlying issues
Balancing Security with Convenience
Users desired secure remote access without cumbersome steps.
Ineffective Warnings
Despite warnings about critical actions, users failed to recognize potential negative outcomes, increasing the risk of lockouts or errors
Key Findings
Fewer clicks, higher satisfaction
Users preferred simple and straightforward interactions
Visibility of sensitive information
Clear communication of risks was essential, as users tended to overlook lengthy or multi-step warnings.
Solution
What Core Ideas Shaped the Outcome?
Based on the insights gathered, I developed a concept grounded in clear design principles.
Clarity
Communicate clearly and effectively.
Simplicity
Keep interactions straightforward and intuitive.
What was the Outcome
Enhanced Warning Visibility
Reduced the number of steps for critical actions while making warnings visually prominent and impactful, increasing user awareness.
Clear, Concise Communication
Provided explicit, simplified explanations for significant actions, ensuring users understood potential outcomes before proceeding.
Introduction of New Feature
A key part of the solution involved integrating a new feature designed specifically to improve quick and secure access, aligning directly with user needs.
Learnings
Presenting design decisions to stakeholders with little experience in the design process became a key learning opportunity.
How I communicated Design Decisions
I connected design decision to user research insights and testing data. By presenting user testing results, I was able to demonstrate the impact of each change, making the value of our design choices tangible and measurable.
