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Overview

McAfee VPN revamp

McAfee's VPN is one of many security tools, often bundled in protection plans. Over time, the tool had fallen behind as updates rolled out to newer products, and was not being maintained by a dedicated team.

To address long-standing pain points and it's outdated MVP, I assisted with early research, feature planning, and end-to-end designs.

assisted with early research, feature planning, contributing new components to our design system, collaborating with inside and outside stakeholders, and built functioning prototypes and demos for leadership shareouts.

Year

Nov—Jan 2024

Role

Product Designer

Team

Susanna Huang

Nina Wang

Jeffrey Jose

Jen Barrell

Senior designer

Product designer

Researcher

Content designer

Context

VPNs are used to mask your location, and keep online activity private

It's like driving a car with tinted windows.

A VPN acts like a digital disguise; it takes your internet request, scrambles it into a secret code, and sends it through a private "tunnel" to a remote server.

Without a VPN on an unsafe network—like public Wi-Fi at a cafe or airport—you are broadcasting your digital activity, allowing anyone else on that same network to intercept and steal your login credentials, credit card numbers, or private messages as they travel between your device and the router.

Name: Clayton Harding

IP Address: 2948JHDD387

UNKNOWN USER

Problem

It's not clear what our VPN does or when to use it. Without seeing immediate value, users stop engaging with the tool

"It's on, but nothing happened, is it doing something?"

VPN is still one of 13 security tools McAfee includes in their protection plans, so

To the general public, VPNs are still relatively unknown tech, so when anyone stumbles into the tool, it's likely their first time interacting with a VPN.

Since this is part of a bigger ecosystem, the time we have to educate, onboard and show immediate value proved to be our biggest challenge we faced.

Research

How did simplicity backfire?

How did simplicity backfire? It's literally an ON/OFF switch.

I conducted a high-level audit to familiarize myself with the tool, documenting personal pain points and then comparing with old user interviews.

No onboarding, no education

We literally don't have it, it's not common language, we need to walk people through it. hard to show value if you don't know what it's doing.

Seeing isn't always believing - is it really "On"?

LOREM

Users don't know when to turn it on - it's just always there.

Is there a reason to turn it off? This makes it feel even more useless.

Hiding complex features upset power users

LOREM

We literally don't even have proper onboarding, after we get your money we ditch you to fend for yourself

Unlike security software that shows what dangers they stopped, VPNs work by making you invisible to threats, making it difficult to show their value.

Over time, we hypothesize users will instinctively turn on their VPN when a connection feels unsafe.

We need to better communicate how our VPN is protecting the users privacy → contextual to when they use it. Over time, we hypothesize users will instinctively turn on their VPN when a connection feels unsafe. "This airport WI-FI seems sketchy, I should turn on my VPN, just in case"

HYPOTHESIS

We need to better communicate how our VPN is protecting the users privacy → contextual to when they use it.

Long term goal, when somebody feels unsafe, we've trained the brain to turn it on.

Unlike security software that shows what dangers they stopped, VPNs work by making you invisible to threats, making it difficult to show their value.

Over time, we hypothesize users will instinctively turn on their VPN when a connection feels unsafe.

Early designs

First-time users found their VPN confusing

This led to low adoption-rate and lapsing subscriptions

To the general public, VPNs are still relatively unknown tech, so when anyone stumbles into the tool, it's likely their first time interacting with a VPN.

Since this is part of a bigger ecosystem, the time we have to educate, onboard and show immediate value proved to be our biggest challenge we faced.

Lapsing subscriptions

Without a clear purpose, we saw a decline in users renewing their VPN subscription

Old interface needed face lift

The old UI was made for an MVP and is using legacy assets

Lack of product education

We know from the flow that there is a lack of education on what a VPN does, when to use it etc.

Pushing advanced features

The VPN wasn't living to it's full potential taking advantage of the API's it's built from. We saw this as an opportunity to turn these on, so users can personalize what networks are safe.

Set up for success with new onboarding

With the new onboarding, the first time a user connects it's a perfect success

Detecting danger first, and training behavior

Sending notifications the moment we detect unfamiliar wi-fi

Motion makes it feel alive

Before it was just a light switch like an option in settings. But with a little motion it gives a totally different vibe

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1/3

How we tightened up the motion, spotlight the fun features in these sections

Unlike security software that shows what dangers they stopped, VPNs work by making you invisible to threats, making it difficult to show their value. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur.