This talk was presented at NoVA UX event on August 21, 2019. One year ago Jim Lane joined Virtru, a data protection and privacy organization in Washington DC, to build out UX as a discipline in a seven-year-old security company. In his talk Jim outlines establishing a charter, hiring a team, establishing user-centered product development process, choosing tools for scale and speed, and design strategy.

1. Copyright 2018 Virtru Corporation
Bootstrapping UX
In a Privacy & Security Organization
Jim Lane
Vice President of User Experience
jlane@virtru.com
@jimlanenova
/in/jimlane

2. Copyright 2019 Virtru CorporationCopyright 2019 Virtru Corporation
We help organizations worldwide protect data
wherever it’s created or shared so they can
collaborate with confidence.
In so doing, we foster trust
and unlock the power of data.
Virtru’s Mission

3. Copyright 2018 Virtru CorporationCopyright 2019 Virtru Corporation 3
DataAge 2025, Seagate
https://www.seagate.com/our-story/data-age-2025/
175
Zettabytes of data world-wide by 2025

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Global Encryption Trends Study, conducted by Ponemon Institute and sponsored by nCipher Security
https://www.ncipher.com/2018/global-encryption-trends-study
43%
Only 43% of organizations have encryption
deployed across the enterprise
Part of the problem: usability.

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106M records
540M records
885M records
11.9M records
Just a few of the major data breaches this year...

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CHARTER PEOPLE PROCESS TOOLS STRATEGY

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What is the Strategic Priority of UX?
1 2 3 4 5 6 7 8
Hostility
towards user
experience
Teams designing
for themselves
Small skunk
work projects
Dedicated
UX budget
Managed
UX team
Systematic
UCD process
Integrated UX &
design process
User driven
organization
With executive alignment…
Adapted from UX Maturity Model by Nielsen Norman Group

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Tips & Tricks
Check out: John Whalen, Brilliant Experience: “Building Buy-In: Internally Positioning UX for Executive Impact”
Speak their language.
Communicate how design metrics will map to business goals.
Be a champion for both your team and the business.

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CHARTER PEOPLE

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Scenario
Design
Hire specialists,
Or generalists?

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Product
Family
Product
Family
Product
Family
Product
Family
Product designers
embedded in teams with
product and engineering
leads

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Tips & Tricks
Invest in your network.
Go beyond portfolio – look for process and soft skills.
Host an intern program.

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CHARTER PEOPLE PROCESS

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Research Prototype Design Develop Release
Iterative Cross-Functional Design Process
Check out: “Articulating Design Decisions” by Tom Greever

15. Copyright 2018 Virtru Corporation
Iterative Cross-Functional Design Process
Sometimes we sprint...
Sometimes we sprint ahead...
And sometimes we work on larger design problems or concepts outside
of the Agile process, and bring it back into sprints later when solutions are
better understood

16. Copyright 2018 Virtru CorporationCopyright 2019 Virtru Corporation 16
Tips & Tricks
Share early and often.
Create opportunities to collaborate.
Demonstrate the value of UX quickly.
Check out: “Articulating Design Decisions” by Tom Greever

17. Copyright 2018 Virtru Corporation 17
heuristic evaluation
noun
A usability inspection method for computer software that helps to identify
usability problems in the user interface (UI) design.
Heuristics -> Observations -> Severity -> Frequency -> Scope -> Prioritization

18. Copyright 2018 Virtru Corporation 18
The system should:
1. provide appropriate feedback
2. act in a way the user expects
3. provide the user control and freedom
4. provide consistency and follows standards
5. not require users to remember information from one part of the interface to another
6. provide flexibility and efficiency of use
7. provide an aesthetic and simple-as-applicable design
8. help users recognize, diagnose, and recover from errors
9. prevent user error in the first place
10. provide appropriate help and documentation
Nielsen Norman Group
https://www.nngroup.com/articles/ten-usability-heuristics/

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The cryptographic API should:
1. Integrate crypto functionality into standard APIs
2. Sufficiently powerful to satisfy both security and non-security requirements
3. Easy to learn, even without cryptographic expertise
4. Don’t break the developer’s paradigm
5. Easy to use, even without documentation
6. Hard to misuse. Incorrect use should lead to visible errors.
7. Defaults should be safe and never ambiguous
8. Provide a testing mode
9. Easy to read and maintain code that uses it/updatability
10. Assist with/handle end-user interaction
Adapted from “Developers Are Not The Enemy! The Need for Usable Security APIs”
Green & Smith (2016)

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Personas
Customer Journeys
Service Blueprints
User Testing

21. Copyright 2018 Virtru Corporation 21
Personas
Customer Journeys
Service Blueprints
User Testing

22. Copyright 2018 Virtru Corporation 22
Personas
Customer Journeys
Service Blueprints
User Testing

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CHARTER PEOPLE PROCESS TOOLS

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+ + =
Sketch
Project Files,
Symbol Libraries
Abstract
Version
Control
Storybook
Javascript UI
Components
Design System
Componentized
Prod Design & Dev
Virtuoso Design System

25. Copyright 2019 Virtru Corporation
Product Design
Plug-ins
Secure Reader
Dashboard
Authentication
Marketing
Headers
Footers
Navigation
Forms
Menus
Tables
Layouts
...
25
Virtuoso Design System
Color
Shape
Typography
Icons
Buttons
Fields
Checkboxes
Radio
Buttons
...
Atoms Molecules Organisms

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Tips & Tricks
Choose tools that will help your team collaborate,
prototype, scale, and pivot quickly.
Handoff to engineers is critical!

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CHARTER PEOPLE PROCESS TOOLS STRATEGY

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Why Do Customers Protect Data?
Use cases:
Protect intellectual property from intentional or unintentional misuse
Share data securely within an organization, and with partners and service providers
Comply with regulations such as HIPAA, CFPB, GLBA
Protect data shared outside of the organization
Allow migration to Cloud platforms without sacrificing security - back to encryption

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1. Persistent: Protect the data wherever it goes.
2. Share with Anyone: No prior trust relationship/key exchange required.
3. Positive Control: Control who can access data, from where, and for how long.
4. Visibility and Audit: Track and audit where data is shared and accessed.
What is Usable Encryption?

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Basic Usability
Control & Visibility
Scalability
Value
Can I collaborate successfully, securely, end-to-end,
with anyone?
Is security there when I need it?
Does it grow with my
experience & needs?
Are my company
and I secure?
Designing Usable Experiences

31. Copyright 2019 Virtru CorporationCopyright 2019 Virtru Corporation
We help organizations worldwide protect data
wherever it’s created or shared so they can
collaborate with confidence.
In so doing, we foster trust
and unlock the power of data.
Virtru’s Mission

32. Copyright 2018 Virtru Corporation
Thank you!
Jim Lane
Vice President of User Experience
jlane@virtru.com
@jimlanenova
/in/jimlane