Symantec - Norton
Norton Mobile Security
Norton Mobile Security is a mobile app that provides device, malware, and virus protection.
Overview / Business Needs
There was a need to revamp NMS, as to meet the demand in competing the mobile security app market space. Being the leading security company, there was a need to refresh the app and add a cross-sell opportunity to increase sales.
Overview / User Needs
User wants to continue using NMS to protect their device, and be notified when malware or virus is present in their mobile device.
My Role
UXUI Designer
Project span
9 months
Stakeholders
Product Managers, Front and Back-end Engineers
Users
Norton customers
The Problem / Overview
The app has not been revamped for 6 years and was constantly under maintenance. There was no design involved, and the navigation desperately needed some work.
The drop rates are high in the onboarding flow. Only 28% of the users made it to the home screen, and more than half of them deleted the app within 1 day.
The Google store rating was at 2.4/5.
The Problem / Problem Statement
How might we reduce drop rates and increase app retention rate?
The Solution / Redesign the onboarding flow
I mapped out the current onboarding flow, find the drop rate areas, and rework the flow.
Old flow: Download the app -> Install the app -> Legal agreement -> *SSO (sign in) -> Activate device admin -> Settings -> Back to the app -> Home screen
*This is the part where we lost the majority of the users.
New flow: Download the app -> Install the app -> Legal agreement -> Home screen-> App Scanning
If the user chooses to go Anti-Theft feature, the additional setup will be required: Anti-Theft -> SSO (sign in) -> Activate device admin -> Settings -> Back to the app ->
The Solution / Adding the cross-sell panel
We didn’t have any cross-sell opportunities within the app.
We added an additional “Norton” panel to up-sell / cross-sell Norton products in the hope to drive traffic and revenue to other products.
This also gives users an opportunity to try free trials on current or other Norton products.
The Solution / Provide free malware scanning to all users from the beginning to “hook” the users
One key solution in retaining the users was to bring in the free malware scanning right from the start. This was a hypothesis into thinking users would find more rewards in the app and stay on longer.
Left: Adding Scanning malware feature on the landing page.
Right: The old UI landing page.
The Testing & Results / We rely on the public Google Play app review for feedback
We released the updated app in the wild, to get its immediate feedback. We read every comment, as our way to find what needs further improvement.
As we reiterate each releases, the app improves it’s rating.
Our first release after a long haul update, was giving us a raving review of 4.3 on Google Play. Compared to 2.8 before, this was a significant release.
“It’s quick and easy!”