Arctic Wolf“ AI-driven cybersecurity for seamless protection and unmatched resilience”

Arctic Wolf Website

Role -> UX Designer
Duration -> May 2021 - Aug 2021



Summary As part of the UX team at Arctic Wolf, I collaborated cross-functionally in the organization to produce solutions that improved the efficiency and overall workflows of both our internal and external stakeholders. Our goal was to increase the UX proficiency of everyone in the Research and Development department so that we are better fit to address root problems and the needs of our customers. Tools
  • Miro (journey maps and user workflows)
  • Figma (design mockups and prototypes)
  • JIRA & Confluence (documentation and project planning)
  • Slack & Outlook (communication and scheduling)


Escalation Policy Project

Purpose Alerting a customer to potential security threats is a crucial activity that team members in the organization perform daily. Human errors and missed alerts due to the configuration of the platform creates distrust with customers and added stress to the work that security engineers must perform.

“How might we increase the efficiency and accuracy of alerting a customer while reducing human error and misses?”

Research Under the mentorship of a UX research lead, we conducted interviews in this initial discovery phase to gain insight into the current workflow and pain points and address the needs for the proposed future state.

These initial interviews helped establish the scope of the project and allowed us to prioritize the many changes and improvements that would be addressed within constraints.




I created journey maps that pointed out where pain points existed in the current workflow with both teams involved in this process and included feedback and thoughts gathered during the research interviews.

From here, the project team set up further interviews with service owners to establish future state requirements and prioritize design needs. Because there were so many components and needs to consider, it was important to set out milestones to ensure that we address each one appropriately without decreasing current efficiency or removing capabilities.


Stopgap Solution Knowing that this project would likely take some time before an improved interface can be implemented, I also designed a stopgap solution to address current issues and reduce errors that were affecting customers.

This stopgap design would be implemented temporarily while we compiled our research and would be used until the improved interface can be released. 4 options were presented to stakeholders for feedback and preferences.

Option A: Dropdown Function


Feedback
  • hiding “surface all escalation path” option within dropdown element may not be easily accessible
  • pagination exists to address real estate considerations but area height needs to be defined

Option B: Toggle Function with Warning Banner


Feedback
  • warning banner may be overlooked and doesn’t specifically address each selection

Option C: Toggle with Selection Indications


Feedback
  • selection indications clearly inform the user the impact of their selection
  • toggle is located in an intuitive location and default state is off
  • pagination takes into consideration real estate and limits scrolling

Option D: Tabbed Pages


Feedback
  • tabbed page clearly indicates a separate list to select from and limits confusion
  • does not allow user to glance at the entire list at once

ResultsThe third option was most preferred by the stakeholders with an adjustment on including a scroll bar rather than pagination. This solution gave users the ability to more accurately select an alert configuration that addressed the incident and reduce the number of errors sent to the customer. 

While a temporary solution, this increased the satisfaction of the customers with their concierge team and improved the process of escalating an incident. By eliminating a friction point in the existing workflow, the team can continue the research and process of developing a better solution without rushing and cutting corners to create a solution.


Next StepsAt the end of my term with Arctic Wolf, this project is currently in its next design phases with some preliminary designs being handed off to another designer in the team. The goal is to implement an intuitive filtering system that would automatically process how alerts are configured in the backend to the current selection in the front end.

Next step considerations:
  • designs need to be approved and adjusted according to stakeholder input
  • certain filters need to be prioritized 
  • all components need to follow the current design system and any created elements need to be documented for the future roadmap 


For a full summary of the projects I worked on, you can view the co-op term summary document here.



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