​Application Redesign

Problem
Covenant Eyes experienced a shift in development practices and technical infrastructure. An opportunity arose to unify the service across platforms. One of the requirements for this work was a design for a cross platform app user interface (UI). Covenant Eyes offered two different service subscriptions. Clarifying the user's subscription with interactions particular to that service were prioritized.

​My Role
I was the product designer on an agile development team. I coordinated user experience activities: requirement gathering, stakeholder interviews, user research, information architecture, user task flows, interaction, visual design, and prototyping. Omnigraffle, sketching, Sketch, Proto.io, and InVision. 

UX Disciplines: User Research, Information Architecture, Information Design, Interaction Design, Interface Design, Visual Design, Writing for UX..
​Deliverables: Research documentation, App site-map, Workflows, Wireframes, Prototypes, and Final UI.  


Approach
The target users of Covenant Eyes are young professionals and married couples seeking to avoid pornography. These users have a strong preference for mobile interactions and flexibility. A key differentiator of this user group is that they are mobile first, but also likely users of Windows and macOS computers, so they want something that feels familiar to both mobile and desktop platforms. 

To identify priority technical needs I conducted interviews with internal users (primarily QA and development), gathered available statistics from customer interactions with the current UI. Then I compared business goals against functional specifications and available features. 

Through generative research, I identified three audiences and their key needs 

• Customers needed fast access to reports and account details.  
• Executives made world-class customer service a top business goal, so access to support was a priority. 
• Customer Service, QA and Developers needed certain features in the app for troubleshooting. These features should be hidden from paying customers. 

The app behaved differently on the four platforms it was developed for (Windows, macOS, Android, and iOS). Designing a unified app experience across platforms which helped each user set achieve their goals required continual consultation and coordination with development, project management, user experience, QA, and customer service.
  
User Research and Diagramming
Covenant Eyes already had a strong persona set. Using the demographics from the personas, I conducted a card sort to understand how users grouped information. From the findings, I crafted several information architectures and tested again with users through tree testing. 

This Overview Diagram relates information and interactions on various platforms. 

Interaction Design
​On each platform I leveraged the native capabilities to help users accomplish their goals, keeping the scope of the interaction design within project parameters. 

A new set of interactions grouped all methods of contacting Customer support in one menu, convenient for users and not out of scope for the project, since these were already implemented. 

Interaction maps were created for each platform. ​​An example of the an interaction map on Android. 

Interaction Map for Android Client

Examples of updated interfaces on mobile

​Lessons Learned
Conducting interviews with all teams whom this work affected was critical to success, from customer service to executives.

• A shared understanding user needs and business goals
• Re-imagining and innovating on information groupings and interaction design
• Adoption and implementation of the designs

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