BACKGROUND

  • Intern at Western Digital on the My Cloud Home team
  • Device stays connected to a router at home, contents can be accessed from anywhere
  • Worked on mobile app UI, UX, and research

Our Users

  • Target demographic:
    • Ages 18-45
    • Currently store data somewhere, e.g. cloud, hard drive
    • Everyday consumers without too much tech knowledge
  • Their needs and goals (based on marketing research for previous generation of My Cloud products):
    • Want more control over their personal data and concerned with privacy
    • Photos and files live in multiple places and lack organization
    • Need file storage system with less complexity
features_desktop@2x.jpg

Current Feature

  • People who own the device can add multiple users 
  • Owner and user share storage space, but files remain private from one another
  • Use cases:
    • Families living under one household
    • Friends who want to split the cost of the device by sharing the storage space

The Problem

  • Past user studies found that users did not know how to add more users to their device
  • Once they found it, none of them understood privacy setting
  • How might we...
    • Design an easier experience of adding users to the device?
    • Educate users on how inviting works and create a better mental representation of the action?

My Role

  • Explore and design improvements for an existing feature
  • Create, run, and analyze data from remote, unmoderated studies
  • Collaborate with PMs and engineers to align on product goals and strategy
  • Present findings and deliverables
  • Generate report of the studies and project
 

Existing flow — Buried Action

Steps to inviting users:

  1. Settings
  2. Their current device
  3. Users
  4. Invite User...

Ideation

 

Improve Discoverability

  1. Remove a step (surface the action) and add a coachmark
  2. Include the action in the onboarding flow
  3. Nudge user after 24 hours after signup if no users have been added
 
 

Improve Motivation

4. Create a setup completeness visualization to gamify the process, including the action of inviting a user

Trade-Offs

  • #1 and #3 have the lowest overhead and potentially the most impact
  • Most likely to be implemented in the short period of time before we launch
 

Study 1 – Surfaced Menu and Coachmarks

Problem Statement

Will surfacing the Users section in Settings and providing a coachmark make it easier for users to add other people to their device?

 

Existing Flow – Buried Action

Surfaced_Menu_Existing_1.png
Settings, No Users.png
 

New Flow — Surfaced Action

  • Steps to inviting users
  1. Settings
  2. Add User...

 

 

Existing Flow — Modal

  • Limited to one invitation at a time

  • Look up email from contacts or enter manually

Surfaced_Menu_Existing_2.png
 
 

New Flow — Interstitial

  • Used an interstitial, more effective than modal

  • Select multiple contacts at once

  • Manually enter emails as fallback

Push-Back

  • PM advised against interstitial and to leverage the existing UI rather than create new UI and assets
  • The lower the overhead for our engineers, the more likely my designs will be implemented

Proposed Idea

Surfaced_Menu_New_3.png

Revised Idea

  • Leverages existing UI and pattern library
  • Maintains some components that improved usability based on research findings
    • Adding multiple users at a time (step in the right direction)
Surfaced_Menu_Revised_3.png
  • If I worked on the product longer:
    • Compromise for now, but fast follow after release
    • Modal is meant for quick actions, not multi-step tasks like inviting contacts
    • Test revised version against proposed version, potentially use findings to defend rationale
 

Success Metrics

  • User successfully invited another user to their device
  • Coachmark helped user notice the option of adding a user to the device

Results

  • When using the existing flow, users had a lot of trouble adding a user; action was too buried
  • When I surfaced this action (new flow), 80% more users succeeded at the task
  • Users responded positively to coachmark and were 2x more confident in completing the task than they were without it

Solutions to Problem Statement

Will surfacing the Users section in Settings and providing a coachmark make it easier for users to add other people to their device?

More people added others to their device when the option was surfaced than when it was buried. We should also display a coachmark only if no users have been added 24 hours after setup.
 

STUDY 2 —  WALKTHROUGH

Problem Statement

Will more people understand the mental model of inviting others to their device if we create layers of redundancy throughout the app?

 

Existing Flow

  • Prompt to let us access their contacts, without any reason or context
 
 
 
 

New Flow

  • Brief walkthrough that clearly explains the process
  • Educates users on privacy settings
  • Present the benefit before asking for access to their contacts

Layer of Clarification

 
 

Existing

 

New

 
 
Artboard Copy 3.png
 
 

Success Metrics

  • User has correct mental model of inviting others to their device

Results

  • Without walkthrough, only 20% understood privacy settings
  • With walkthrough, 84% understood privacy settings
  • More than half of users referred to the privacy text in user settings to double-check their understanding.

Solutions to Problem Statement

Will more people understand the mental model of inviting others to their device if we create layers of redundancy throughout the app?

Layers of redundancy such as the walkthrough and the privacy text in user details significantly increases users' understanding.
 

Final Solution

 
 

Solutions to Problem Statements

How might we design an easier experience of adding users to the device?

Surface the option to add a user. Show it in Settings instead of burying it under multiple menus.
Provide a coachmark to call attention to the option if no new users have been added 24 hours after setup.

How might we educate users on how inviting works and create a better mental representation of the action?

Provide a brief walkthrough (during first time use only) and explain how sharing works. 
Include privacy text in user details for more clarification.