Long-term User Research to Steer Strategic Design of a New Cloud Service

Harri Kiljander | harri.kiljander@f-secure.com

Director User Experience Design | F-Secure Corporation

Perspective

• Growth in user-generated content will drive worldwide consumer digital storage needs from 329 exabytes in 2011 to 4.1 zettabytes in 2016 (Gartner 2012)

4 100 000 000 terabytes

From Antivirus to Content Anywhere

• “My content is automatically available for all my devices and selected friends”

Content Anywhere stores your photos, music and documents in a secure personal cloud. You can access your files anywhere anytime from any device and sharing them with your friends is safe and easy.

Design Method

Who is it for

What does it do

Sketch

Talk with the users

Visualize

Making it “real”

Testing the concept

Target setting Workshop Validate Feedback

Customer Journey

> > > > >

Customer Journey: Part of everyday

Long-term User Study: method

• 60 consumers recruited to a 8 week long study

• People used the earlier Online Backup service and the new Content Anywhere with their own computers and smartphones for 6 weeks, half of the users beginning with Online Backup and half with Content Anywhere, switching services in the middle

• The online focus group tool Owela from VTT was used to communicate between the user research team and test users

• Face-to-face focus group discussions were arranged in the middle and at the end of the study period

Long-term User Study: collected data

• 1000+ online discussion comments

• 35 mini gallups with 1000+ votes

• 71 narratives with 300+ comments, users describing the current state with an ideal state when having a ‘magic wand’

0

10

20

30

40

18-24 25-34 35-44 45-54 55-64 65 +

Age

45 %

55 %

Gender

Female

Male

Long-term User Study: Narratives

Content Anywhere: Liquid Experience

Thank you! :-)

Harri Kiljander

harri.kiljander@f-secure.com