MySecuritas Remote Services

Alarm service application • UX/UI Design at Securitas IS • Sweden 2021
My Role:

UX/UI Design, Frontend Development

Company:

Securitas

Year:

2021

Team:

2 Backend Developers, 3 Frontend developers, 1 UX/UI Designer, 1 User Researcher

Time:

14 month

Advisory:

Jonah Jones, ex-Googler

What is MySecuritas Remote Services

MySecuritas Remote Services is a security management application integrated into the MySecuritas app. MySecuritas Remote Services is available in five different languages (EN, SE, NL, BE, NO) and usable as a responsive Web and hybrid mobile app. There are different services offered by the Application, including property, alarm, alarm schedule, and user authority management.

MySecuritas is available on:

My Role

At MySecuritas Remote Services, my role is to translate user and business needs into user-centric UX/UI designs. In addition, I am in charge of the MySecuritas design system as well as daily design standups with all designers from different product teams.

The user problem

Securitas clients had to contact the company directly over the phone to take action on their security systems. While it became increasingly inconvenient over time, Securitas took action and began to digitize this service.

Solution

As a solution, a hybrid app was created that can be downloaded as an app and accessed from the web on desktop and mobile. Our decision was based on the fact that not all customers have a company phone and therefore do not want to access their work-related apps on their private phones. In the first release, the service should include the following most important features: onboarding new users, handling alarms, monitoring alarms, and managing releases.

Overview drom Wireframe to the current design

Impact

Employees at Securitas have more responsibilities than just customer service. Because of this application, Securitas employees spend less time interacting with customers, which allows them to focus on other tasks. By handling our clients' security needs independently, it gives them a lot of control and transparency.

Design Process

The design process captures the steps that led to the solution. There were various iterations after meetings with system architects, front-end developers, and user researchers in order to find the best possible solution for our users and for our existing backend/frontend systems.

Design process overview

Design Kick-off and Ideation

While the backend system is very complex, ideation cannot be accomplished entirely through design. The design and system architect collaborate on every kickoff and ideation session. This ensures that user requirements, business requirements, and system requirements all play a role in a solution.

Synthesize information and requirements.

Define Requirements and Success criteria

As a team, we decided on the requirements and success criteria for the MVP of the feature. We use this list as a guide to create the first flows and screens.

Prototyping and testing

My approach to a problem is always to develop a few different solutions. The solutions are evaluated in advance before choosing two or three of the most promising ones for prototyping. In addition to presenting the prototypes to the team, I offered pros and cons of each prototype. This allows the team to choose which prototype to test with the test users. With the help of our user researchers, I prepared various scenarios for testing. During this process, our researcher uses the think-out-loud method to understand what a user is doing. User researchers informed me, during testing, about possible design problems and ways to improve the scenario. I constantly discuss testing results with the user researcher in order to maximize the results of the testing. My goal is to provide better-tailored testing results by addressing the design problems identified through user feedback.

Various scenarios for testing

Final design and implementation

The design gets updated based on all the user research feedback and is finally ready for a last presentation to the team. This presentation is aimed at front-end developers, so that they may start creating user stories during this process and then check if the final design is feasible.

Integrated current design