CONTENT:

OVERVIEW 01

DISCOVERY 02

DEFINITION 03

DESIGN STRATEGY 04

DESIGN DEVELOPMENT 05

DESIGN DELIVERY 06

FOCUS ON USERS 07

REFLECT _ 08

GeoComply provides fraud prevention and cybersecurity solutions that detect fraud location and help verify a user's true digital identity. GeoComply's main clients are online gambling platforms, for which it is important to prevent fraud activity.

During its growth, GeoComply faced the necessity of discontinuing third-party service "Kibana" in order to expand its own functionality. Previously, Kibana provided an interface that allowed GeoComply's users to study connections between players and devices in a graph and table view. As a result, they investigated cases of fraud.

PROJECT:

ROLE:

As a product designer, I led all design initiatives, conducted user research, and worked with product managers, data analysts, developers, and UX writers.

01 OVERVIEW

BUSINESS GOALS

UNIFY THE FRAUD PREVENTION FLOWS

INTRODUCE A NEW TOOL

Replace the Kibana third-party service with an own solution having enhanced functionality.

Unify and improve current user experience, make it consistent and easy to use.

Use the new feature as a tool to improve our clients' work process and enhance their effectiveness.

KEY TURN SOLUTION

DESIGNING THE RIGHT THING

02 DISCOVERY

Before jumping into the solution mode I wanted to connect the customer problems with the business goals.

I decided to use the Double Diamond Framework to guide us through the design process.

In this step I analyzed:

• Different anonymized conversations

• Customer support requests

• User interviews

• User sessions from Hotjar

COMPLICATED NAVIGATION

CUSTOMER SUPPORT REQUEST ANALYSIS

Many messages have been received about the need for users to constantly switch between Kibana and GeoComply applications for data collection.

LACK OF DATA

Clients mostly requested an ability to view more detailed data about players and devices via the table and graph.

NAVIGATION PATTERN

USER SESSION ANALYSIS IN HOTJAR

In most of the sessions, users entered the identification number of a player to view a list of associated devices, copied the obtained devices list, and pasted them into the search to find other associated players. As a result, the user made numerous clicks to reach his goal.

IDEA

What if I design an experience which would provide users with the opportunity to view a full list of associated players and devices in one click.

DEFINING A GOAL IS A KEY

03 DEFINITION

After the first stage, I started filtering through all the information received to define the main problems and the design challenges.

DELIGHT AND MAKE IT PLEASURABLE

04 DESIGN STRATEGY

This step was about making the user experience delightful.

FOCUS ON THE USABLE PART OF THE PRODUCT

To satisfy the needs of users in additional functionality and more effective data analysis within the graph, we focused on adding features that would help users to be more effective.

BUILD FUNCTIONAL, RELIABLE, USABLE UX

This step included a UX overhaul and unification of the user experience.

PROACTIVELY ADDRESSING PROBLEMS

05 DESIGN
DEVELOPMENT

By collaborating with developers at the initial design stages, I ensured that fewer problems would come up during the implementation stage. So we were able to discover technical limitations which we hadn't been aware of before.

KIBANA GRAPH

WHAT DID WE HAVE BEFORE?

Table view that users used to search for associated players and devices.

We had two different ways of showing information (the graph and the table), which were not integrated. Moreover, they both did not provide customers with enough information that they needed.

Graph view which users used to analyze the connections between players and devices.

USER OR DEVICE FILTER

FEEDBACK FROM DEVELOPERS AND MANAGEMENT

NEO4G LIBRARY

SYSTEM LOAD LIMITATIONS

In the new design, it is necessary to provide restrictions to avoid a mixed search, as the database doesn't differentiate between players and devices.

The new design should be developed using the capabilities of Neo4j, a graphic database management system.

The new design should allow for the gradual loading of information not to overload the system.

THE NEW DESIGN

#1 TABLE AND GRAPH TABS

It allows users to switch between the table and the graph in one click without focus loss.

By clicking on an identificator user can see a summary with activity statistics of the item.

#3 MAIN INFORMATION BY CLICK

#2 ICONS FOR QUICK SCREENING

I added icons to facilitate users' attention to the essential parts of the search results.

#4 MAP

With the map users can locate himself on the graph and navigate with ease.

MODERATED AND UNMODERATED UX TESTS

LEVELS NAVIGATION

5 of 8 users faced a problem with determining the connections between players and devices while studying a huge graph.

I added a feature that highlighted the connections of the selected element chosen by hover to aid users in better understanding the case.

The navigation buttons were replaced because 8 of 8 users faced difficulties when trying to navigate using them.

HOVER STATE

MAKING SURE THAT THE FINAL PRODUCT WORKS WELL

06 DESIGN DELIVERY

Once the product was delivered, we started collecting user feedback and monitoring main metrics.

We received a lot of positive feedback from users and managed to unify the fraud prevention experience.

IMPROVING USERS' EXPERIENCE WITH THE NEW DATA VESUALIZATION

Implementing our design strategy we managed to help our users to be more effective in their daily work-flow.

07 FOCUS ON USERS

4.5/5

NEW FEATURE RECEIVED POSITIVE FEEDBACK BOTH FROM USERS AND BUSINESS

Avg. usability tests rating for the new feature (15 users)

Reduced number of clicks to perform key tasks

40%↑Efficiency

+30%

Clients transferred to the new application during the first month.

Clients migrated to the new application within 3 months after launch.

Users of the application after a full transfer of all clients within 6 months

50%

6000+

08 REFLECT

POSITIVE IMPACT AND GOOD ENGAGEMENT

THANKS FOR YOUR ATTENTION!

Located in Ottawa, ON - Canada

Yana Mitlitska 2024