role / Designer, Workshop's Facilitator
company / Orange Polska
Cultural Probes
How to win a Race for
safety in the cyber world?
How to win a Race for
safety in the cyber world?
Our business came to us with the idea, that users need some security and protection with their online identity. Besides common firewalls and web security tools. The knowledge about these needs had been so low, that we choosed to exploration first, research second.
When looking for a method, we were suggested Cultural Probes. Sounds like a hallenge? Yes!
Why Cultural Probes?
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We were looking for answers with questions too wide just to ask. We didn't know what to expect from users in the matter of cyber security. I don't think that users knew that. For most of the time, a typical customer isn't even aware of what kind of a digital footprint They leave in a global network. Is it safe? Do they know what to avoid and how? Does it scare them? These kinds of emotional and subconscious needs were essential to be known. We didn't want to close them in our assumptions. It had to be done gently and in a comforting way. Almost like fun.
What are Cultural Probes?
This method is also called a diary study. It helps to discover the everyday challenges, goals, and needs.
Usually is used at the beginning of a design process, when the questions are still open and not precise. By asking the users and giving them everyday some time to think, feel and transformed the main idea or design problem we gain basic directions for the next steps and maybe further tests, prototypes. It helps to explore the unknown field, get a more clear vision and simply choose the direction.
Note: this project was presented as a case study on Tipi UX Meetup Warsaw - Speaker; 17 October 2019
What had we done?
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We found a metaphor: fast race, no time to think. We were moving forward, always in rush. Always some obstacles to overcome. Like our everyday life.
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We found respondents from different groups: by age, by experience, by knowledge. Twelve people were assigned to win a race.
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With our artifacts and notes, we gave them tasks for 5 days. Every day something new.
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We met with them at the finish line: face-to-face workshop.
The story
"You are a racing driver going for the most dangerous race in the world. But! Your pilot just broke his leg :( What you need to do is take care of him: find a hospital, contact the embassy, his wife, insurance company... And all of this with a weak internet connection and very little time... Go!
The artifacts
A box full of maps, postcards, texts, and sheets – divided into everyday tasks for five days. We added also a protein bar and a little toy car for everyone. ;)
And we send Participatns to the Race
Day 1
Our participants to filled some fake forms with a simple declarations: what pieces of information do you need to give to make sure, that your case will be deal with (like I would give ID number, e-mail, security password).The results needed to be close in an envelope and sealed.
Days 2-4
In the next few days, They were asked about the term of cybersecurity, their emotions, understanding, everyday conclusions.
Day 5
Last day we ask Participants to take again their envelopes from a first day and – without opening it – to write down what information they
choose to give and to whom.
Last task was about a map of emotions and writing conclusions.
The Archetypes
The first surprise was strong division coming from experience and from level of knowledge of our Participants. Based on the interviews and diary study we set up three archetypes. That helped us to decide, to whom should be addressing our solution.
Finish line
The end of our diary study was surprising – for all of us.
Participants had a tremendous level of fun! They were looking forward to sharing their experiences, had heads full of thoughts, emotions, and stories.
The Team? Not every day ALL of your participants ends their task and show up on the finishing workshop! Guiding one of the groups at this workshop was my job. The conversation, fake press statements and Pinokio techniques gave surprising insights.
Testing Prototype
Challenge:
How to connect needs and knowledge in one solution to give users a feeling of safety and awareness in the cyberworld?
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What do we do?
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We prototype free browser extension, family card game, and educational campaign.
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We consult with cybersecurity experts and try to involve existing solutions in our idea
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We tested the paper prototype with entire computer and mobile experience (using our favorite brand Banana)
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5 focus groups, 4 different approaches to ideation
What have we learned from this project?
Well... Primarily, people with extended knowledge of the cyber world shouldn't design for those, who struggle with basic concepts. The question above is a real one, asked during the test, in a group of people who work with the internet every day...
This sentence makes us speechless. That was the strongest insight we get. And big humility lesson.
The Lama Ptoject
Communication and the educational layer were the most vital elements of our idea. Why Lama, you ask? The coders call very unaware users "Lamas." Maybe that's from the polish word lamerski came from.
But introducing it at the beginning of tests overshadows the main idea. Visual artifacts took all users' attention.
Sadly, it looks too good to be taken seriously.
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Next steps
This experiment was barely an invitation to further exploration. We discovered unexpected values and initiatives in our company, gathering together many ideas around cyber safety.
We learned that every solution in this field must be effortless for users. We like to be safe but don't want to bother our minds with it. The biggest challenge will be to show value in such an "invisible" solution. If you don't see it, it means it works. But if you don't see it you might think, you don't need it. This mindset is a real challenge.
