User onboarding flows
Product background
Large enterprises own multiple domains and subdomains, which could be deployed across multiple servers. Such enterprises need hundreds to thousands of digital certificates to secure their domains. An even bigger challenge is to manage all these certificates by making sure they are stored safely and renewed on a timely basis.
This product is used by customers to create an account with Symantec's CA and register their organizations and domains for SSL certificate issuance. Once a customer's organizations and domains are vetted they can use this product to get SSL certificates and manage the certificates' lifecycle. The product also helps customers register and manage authorized contacts who can request certificates and manage them.
This product also works as the certificate issuance engine for Symantec's other enterprise offerings that enable customers to buy, manage, and automate SSL and code signing certificates.
Product increment
Symantec wants to create an umbrella enterprise solution that enables a single point of entry for all of Symantec's products, with a consistent UX across the board. Customers can purchase the bare minimum SSL account and then upgrade to other products as required.
As a result, my product requires design and content overhaul to make it consistent with the style guide prescribed for the umbrella product.
Project
Re-imagine the UI task flows and improve them according to the current business requirements.
Identify new task flows based on changes in the industry guidelines and accommodate them in the product UI.
Re-skin the product UI and re-write content as per the latest content patterns and style guide.
Effort
UX designers: 3
UX writers: 3
Project duration: 2 months
Screens I worked on: 23
Improvements
Business context
Existing screen title implies that the user is purchasing a product. However, in reality the purchase has already been initiated offline and the current screen is meant for enrolling the account.
Further, the screen is now a gateway for enrolling with the umbrella product and not just that individual product.
Old
New
Inline help
Existing screens have not been updated in ages. They do not include crucial information that is necessary for smooth enrollment.
Old
New
Content restructure
Existing screens were content heavy. The text was in your face.
Restructured content into sections and actionable instructions to make it fit with the light UI theme.
Old
New
Confirmation and feedback pages
Added meaningful content on task confirmation pages to guide customers with next steps in the account setup process.
Restructured confirmation information to remove clutter.
Result
The product is now successfully and seamlessly integrated with the umbrella product.
User surveys indicated 16 percent increase in the SUS score versus the old UI.
Revamping this product laid the foundation to the consolidated umbrella product experience.
Click here to see my work on the umbrella product.