Amaris Consulting supports Securitas in improving protection outside its clients’ homes through UX design
Context
The user experience of SaaS products can be make-or-break. Optimized software can lower customer acquisition and support costs, increase customer retention, and increase market share. Intentional and strategic user experience has the potential to raise conversion rates by as much as 400%.
My Verisure is an app released by Securitas Direct to handle their customers’ home and business security. Within this application is Securitas’ Guardian Service, which protects customers wherever they are by providing monitored security services.
Securitas wanted to improve customer satisfaction and provide clients with additional layers of security for their homes. To achieve this, they needed to upgrade the UX design and interface of their security application.
Our client
Securitas is a security player offering integrated security solutions with technology to protect people, property and business premises.
Launching a transformation
The Guardian Service protects you wherever you are to face any emergency.
My Verisure is an app released by Securitas Direct to handle your home or Business security no matter where you are in an easier way.
Guardian is a service within the My Verisure app.
Securitas wanted to improve customer satisfaction and provide clients with additional layers of security for their homes. To achieve this, they needed to upgrade the UX design and interface of their security application.
Challenges
Using customer-centric design and design thinking, we focused on the service interface while observing Securitas’ branding and style.
To ensure the application exceeded customer expectations, we carried out testing among multiple different user profiles. We then developed a prototype based on the outcomes of this user testing.
Solution
Amaris UX team, together with Securitas Direct, worked on the new Guardian service design integrated in the app My Verisure.
A 5 step project to serve Securitas’ clients
Pre-production:
Defining project requirements and agreeing on the functionality to be designed.
Design:
- In this iterative design phase, we created a prototype using IMBITION, which was to be used during user testing.
- Our team also created an SOS button and an accompanying solution whereby users can complete monitored journeys, ensuring safe arrival at their destinations.
Analysis:
Our team focused on analysing audience insights and refining the product’s UX design accordingly.
User testing:
- We sampled users from targeted demographic groups then performed data analysis on the results.
- We then recalibrated the final design based on the analysis’ outcome.
Implementation:
The final design was released for further development and testing.
Results
The new service brought more than 95,000 active users to the app and supported users throughout 15,000 emergency requests.
The ‘accompany’ functionality has been used over one million times so far, with around 30,000 of these considered ‘high risk’ journeys.
