CASE STUDY
Optimizing UX Research for Marketplace IT Security
This case study delves into OpSec’s UX redesign efforts to enhance workflow efficiency and address key business challenges in the IT security sector. Facing customer dissatisfaction and operational inefficiencies, the company focused on improving its marketplace module by reducing cognitive load, unifying interfaces, and tackling technical limitations within its data grid. By leveraging design thinking, Lean Six Sigma, and human-centered design principles, OpSec aimed to deliver scalable, customizable solutions for both internal analysts and enterprise clients.
Client: OpSec
Position: Dir. od UX
Duration: 6 Months
Industry Overview:
In the fast-paced world of marketplace IT security, evolving privacy and legal concerns such as GDPR have created challenges. OpSec offers comprehensive multi-channel protection services, covering anti-counterfeiting, IP protection, partner compliance, and more.
OpSec’s Marketplace Module:
The OpSec platform aggregates marketplace listings from sites like eBay and Amazon, allowing internal analysts to review and categorize products as either benign or infringing. The process helps enforce legal protections for clients.
Key Business Challenges:
OpSec faced account losses due to customer dissatisfaction from trust and innovation gaps. Leadership aimed to streamline workflows and automate tasks to reduce overhead and increase profits, while UX issues like data overload and inconsistent user interfaces persisted.
Design Philosophy and Validation:
As a design team, we draw inspiration from Japanese design philosophies and use design thinking principles like Build-Test-Measure. Pair design, user testing, and ethnographic research drive their solutions, improving both analyst and customer experiences.
UX and Workflow Issues:
The primary UX focus is reducing cognitive load across data grids. Over 180+ column types are in use, with plans to add more. Horizontal scrolling and column management inefficiencies need redesigning, while improved UX writing, labeling, and workflow efficiency are also prioritized.
Technical Limitations and Opportunities:
OpSec’s heavily modified Kendo grid library presents usability challenges. Streamlining horizontal scrolling and improving column management would significantly enhance analyst productivity.
Image: Old system shown below
UX and Workflow Issues:
The primary UX focus is reducing cognitive load across data grids. Over 180+ column types are in use, with plans to add more. Horizontal scrolling and column management inefficiencies need redesigning, while improved UX writing, labeling, and workflow efficiency are also prioritized.
Image: A revided and more modern Custom Views navigation tool for Data Tables.
