GOAL & OVERVIEW
Goal: Workflow that enables tracking security outcomes of cases. Cases stay open until related escalations are closed.
Overview: Analysts put time into completing an entire investigation before choosing the closing status of a case, which may include escalation to a client. This means the time until a client has an update on a security case may be hours or days after it fired.
Created a workflow that allows analysts to only have a certain amount of time after assigning to provide an update to ta client. We needed to find a way to give the analysts a way to provide that update via an escalation, but work may still need to continue. Closing the case reflects that no work will continue on it, and not occur until any client escalation closes in order to more effectively reflect the actual case status in a single artifact.
RESEARCH & DISCOVERY
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Conducted stakeholder interviews with analysts.
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Documented existing pain points and workflow gaps in the current process.
WORFLOW MAPPING
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Translated analysts input into workflow diagrams.
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Mapped user journey from alert initiation to case closure, inducing escalation resolution.
UX DESIGN
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Created low- and high-fidelity wireframes.
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Prototyped key interactions, focusing on clarity and usability.
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Ensured consistency with design system or UI guidelines (based on MUI components).
COLLABORATION WITH DEVELOPMENT
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Provided Figma files, with assets, specs, and designs to developers.
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Participated in regular syncs to clarify requirements and adjust designs as needed.
TESTING & ITERATION
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Organized usability testing with analysts using near-final builds.
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Gathered feedback and iterated on design components to address pain points.
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Verified that the final product met both UX goals and the acceptance criteria.
MOCKUPS
Below are a few designs of Alert Portal, including a case table, case detail view and alerts related to the cases.
