My role: user experience, user interface, information architecture, visual design
Carbonite's flagship computer backup product is trusted to protect data on over 1.5 million computers for consumer and small businesses.
Backing up data is only useful if you can get it back when you need it, and when you need it, you want it back as quickly and easily as possible. Our data showed that only one in ten customers who back up their data ever need to restore it. However, topics around restore were constantly the most searched in our knowledge base and an overwhelming share of the support calls we received were from users trying to figure out how to get their files back. We also consistently saw low satisfaction ratings from users who did restore.
Working closely with a liaison from our support team and tracked usage data, we were able to identify problematic aspects of our existing restore flow where we were causing doubt and confusion instead of instilling confidence in our users.
To validate our assumptions and discoveries, I created a clickable prototype of our existing flow using InVision and worked with our research team to run moderated tests on it to see firsthand what made sense and what confused our users or caused them to give up completely and call support.
Once we identified the issues with the existing design and flow, I created a new simplified flow, updated the screens, and iterated through several rounds of testing and revision until users could complete it and understood what was happening at each step.