conor's portfolio

Samsung Knox Mobile Enrollment

UX Research

May - June 2024

Researcher

Project Background

Our team was tasked with conducting continuous, end-to-end user-testing on all B2B products within Knox Suite. Research insights were typically followed up with a re-design of the product itself. Due to an NDA, designs are a quick recreation and not indicative of a final product.

To read more about the final product I worked on, visit here. The nature of this project limits my case study to a brief overview. If you want to learn more, I'd be happy to elaborate over a call!

Process & Rationale

After collaborating with the KME PM's, we identified our primary users as IT admins who use profiles to integrate with either Knox Manage (MDM) or third-party MDM systems. We also screened for users that used competitors to KME. (N=6)

We chose to move forward with a six, 1 hour user interviews to explore user behaviours, expectations, and workflow inefficiencies through task-based narration. This was then followed up by a 15 minute interview on design iterations.

Addressing Feedback

Challenging Review Process

Participants worried about having the correct settings and not making mistakes. This led participants to navigating between pages to double/triple check their work and left users feeling unsatisfied with the experience.

Information Overload

Participants were overwhelmed with the amount of information on the “Android Enterprise profile settings” page and took a significant amount of time to understand and execute their desired tasks for each item.

Under-utilization of JSON Field

Participants were not using the JSON field right away, the unique selling point of KME allowing users to have devices enroll into third-party EMM's out of the box. IT admins were confused on what to enter in the field and JSON documentation was not helpful. Despite users being experienced and having used this feature in the past, they still struggled with completing the task.

Old Design (Review Process)
“It's a frustrating process that makes me doubt if this profile actually works.” - P3

"Checking over and over again for mistakes is not a good [experience]." - P2
New Design (Review Process)
Our goal was to reduce uncertainty by providing a high-level overview at the end of the user flow to ease any worries the user has, allowing quick navigation to previous fields.
Old Design (Info Overload)
"I don’t know where to start. It’s too much information and it’s making me stop.” - P4

"The layout was quite busy for me. I was bombarded by options that I don't use." - P1
New Design (Info Overload)
We decided to go with a scrollable interface and an increased number of sections (shown by progress indicator) to ease the cognitive load per page.
New Design (JSON Field)
"Initially, I don’t know what to do with the JSON section each time. It would be nice to have some filled in example strings.” - P5
*previous design not available
Old Design (Review Process)
“It's a frustrating process that makes me doubt if this profile actually works.” - P3

"Checking over and over again for mistakes is not a good [experience]." - P2
New Design (Review Process)
Our goal was to reduce uncertainty by providing a high-level overview at the end of the user flow to ease any worries the user has, allowing quick navigation to previous fields.
Old Design (Info Overload)
"I don’t know where to start. It’s too much information and it’s making me stop.” - P4

"The layout was quite busy for me. I was bombarded by options that I don't use." - P1
New Design (Info Overload)
We decided to go with a scrollable interface and an increased number of sections (shown by progress indicator) to ease the cognitive load per page.
New Design (JSON Field)
"Initially, I don’t know what to do with the JSON section each time. It would be nice to have some filled in example strings.” - P5
*previous design not available
Old Design (Review Process)
“It's a frustrating process that makes me doubt if this profile actually works.” - P3

"Checking over and over again for mistakes is not a good [experience]." - P2
New Design (Review Process)
Our goal was to reduce uncertainty by providing a high-level overview at the end of the user flow to ease any worries the user has, allowing quick navigation to previous fields.
Old Design (Info Overload)
"I don’t know where to start. It’s too much information and it’s making me stop.” - P4

"The layout was quite busy for me. I was bombarded by options that I don't use." - P1
New Design (Info Overload)
We decided to go with a scrollable interface and an increased number of sections (shown by progress indicator) to ease the cognitive load per page.
New Design (JSON Field)
"Initially, I don’t know what to do with the JSON section each time. It would be nice to have some filled in example strings.” - P5
*previous design not available
Old Design (Review Process)
“It's a frustrating process that makes me doubt if this profile actually works.” - P3

"Checking over and over again for mistakes is not a good [experience]." - P2
New Design (Review Process)
Our goal was to reduce uncertainty by providing a high-level overview at the end of the user flow to ease any worries the user has, allowing quick navigation to previous fields.
Old Design (Info Overload)
"I don’t know where to start. It’s too much information and it’s making me stop.” - P4

"The layout was quite busy for me. I was bombarded by options that I don't use." - P1
New Design (Info Overload)
We decided to go with a scrollable interface and an increased number of sections (shown by progress indicator) to ease the cognitive load per page.
New Design (JSON Field)
"Initially, I don’t know what to do with the JSON section each time. It would be nice to have some filled in example strings.” - P5
*previous design not available

Results

Decrease in Time-to-Completion

Participants in the follow-up interviews completed the profile creation task quicker and more efficiently than on previous iterations.

Trusting the Process

Participants did not return to previous screens to verify their tasks, utilizing the new and improved review page instead.

Reducing Friction through JSON

After seeing the example JSON field in the new flow, participants were able to quickly grasp what the task required, utilizing the JSON field to enable out-of-the-box enrollment.

Key Takeaways

Involve stakeholders as early as possible

Stakeholders are more likely to feel connected to the work if they are actively involved. For this project, we had our PMs integrated right from the start, leading to the implementation of insight-driven designs and buy-in from company executives.

Conducting a user interview is an art

To find the most impactful insights, one must allow participants to feel encouraged to share. Techniques like mirroring really taught me how to conduct a user interview like a composer, allowing participants to be immersed in the study.

Understanding the perspectives of other teams

Working with other teams so closely helped me understand how to communicate with people from different backgrounds and gain new perspectives on how to solve problems. I really think that getting out of the "UX Bubble" is super important moving forward, especially when designing for business goals, impact, and much more.