Introduction

SiteProtect was the name of our cloud-based Denial of Service (DDoS) protection system. With a robust back end and API, SiteProtect was a best-in-class and award-winning service with one major drawback: it was designed by engineers and internet infrastructure experts.

That all changed with the addition of UX attention. 

Starting with a complete visual overhaul to the new corporate look and feel, the system was revamped from top to bottom.

Research and Ideation

The process began with conversations with some of our biggest clients and the people that spent time in the product every day keeping their networks protected. We learned what they needed to become more efficient. We reviewed competitive products, and we brainstormed with them to come up with new features and functionality.

Design

Next came mockups and designs. We focused on clarity and simplicity. Sure our users were mostly experts in their field, but we could still make it simpler. 

We created and updated data visualizations, to bring the most important information forward and make the value of the product stand out. Data previously available only in dry and inscrutable data tables was illustrated using charts and graphics. We redesigned those tables to use a strong visual hierarchy and incorporated visualizations in the tables to make them easier to scan.

We added smart searching and filtering to the data to make finding needed information faster and easier.

And we streamlined the common tasks users had to accomplish, in some cases reducing the steps required to perform a task by over 60%.

Development

Once the prototypes were built and tested, they were handed off to engineering to build. As is often the case with best-laid plans, there were compromises to be made. Not everything the customers wanted and we designed was possible given the constraints of time, budget, and technology. Working closely with the engineering team as they built, we navigated the trade-offs, giving and taking as the sprints moved forward. 

Regular developmental reviews were augmented by an “open-door” policy from UX. It was common to have several unscheduled conversations per day with this or that developer about how to solve a potential problem.

Deployment and Reception

The negotiated redesign was completed and released to customers. It gave users a clearer view of system state, attack activity, and mitigation response, and made it possible to open incidents directly instead of navigating through several menu layers. Internal stakeholders reported strong customer reception and improved usability, and I also heard positive feedback in a small number of direct customer conversations.

Epilogue

In the few years since the redesign of the product, we have used the business generated from the improvements to launch the product in new directions. In addition to Denial of Service protection, the product (rebranded, and internally known as “AppSec” or Application Security) now offers an application Firewall and Bot Protection as well as new methods of DDoS protection. Given the strong and modular design foundation we built, these new functionalities can be tightly integrated into the platform, further improving value for our customers.