Identity Protection Family Plan

Organization: Experian
Duration: 2 months

Objective:

Experian aimed to enhance their identity protection product by introducing a family plan, allowing members to connect one adult and up to ten children for comprehensive monitoring and protection. The goal was to encourage members to provide as much personal information as possible, such as credit card and bank account numbers, email addresses, phone numbers, and social media accounts.

Solution:

Updated the user experience, focusing on educating members and motivating them to add more information. Key improvements included the implementation of a percentage completion tracker, enhanced alerts, and customizable notifications.

Process:

1. Customer Experience Analysis:

   • Reviewed customer experience data related to the existing identity protection plan to identify areas for improvement.

2. User Testing:

   • Conducted user testing to thoroughly understand the user journey and identify efficiencies.

3. Implementation:

   • Partnered with the design team to integrate the findings into a new user experience design using InVision

   • Managed the requirements and  development with JIRA and Confluence.

Outcome:

• Data Provision Improvement: Achieved a 30% increase in the amount of additional data provided by members for monitoring.

Tools & Technologies:

• Platforms: InVision

• Project Management: JIRA, Confluence

Key Expertise Demonstrated:

• Innovation

• User Experience (UX)

• Operations

• Agile Methodology