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McAfee

The Client

McAfee HQ Europe, Hamburg, Germany

McAfee is one of the world's leading independent cybersecurity companies. It´s consumer and business products protect 378 million total endpoints in more than 190 countries from all sorts of Internet threats. 84% of Fortune 100 Firms and 292 million consumers worldwide trust McAfee.

Project Synopsis

One of my multinational projects. I planned, conducted and analyzed Cognitive Walkthroughs in 9 countries, with me and my Usability People team using other UX colleagues as local expert testers in their respective nations. Tasks included PC unboxing and set-up, consumer software installation + license purchase, and marketing email user experience testing.

Products

  • Laptop PC retail boxes & devices
  • "My McAfee" online customer self service
  • Post-transactional and marketing email
  • In Germany, UK, France, Netherlands, Italy, Spain, Russia

My Responsibilities

  • Selection of appropriate research methods and user testing tools
  • Use of business requirements, Usability findings and market research to develop user test scenarios, use cases and high-level requirements
  • Definition of meaningful UX metrics to evaluate the objective and subjective test user experience
  • Planning, conducting and analyzing international multi-channel Cognitive Walk-Throughs and Heuristic Analysis
  • International Cognitive Walk-Through facilitation
  • Mapping of research results to business goals in close cooperation with marketing departments
  • Development of hands-on design and usage process flaw fixes based on UX Design best practices
  • Identification and prioritization of required design changes
  • Development and provision of thought leadership in the search site and app UX Design and User Experience across devices
  • Active support of Product Managers on tangible design and process improvements by planning and conducting Design Optimization Workshops
  • Communication with external design agencies to implement the required changes into their wireframes and layouts

Challenges

  • Recruitment of suitable international UX and Usability professionals serving as expert testers in the local UX evaluations
  • Aquisition of test hardware from 5 manufacturers in 7 countries

Results

  • Increased numbers of trial activations and trial-to-full conversions
  • Lift of email opening, click and click-through rates