challenge

Originally launched a few years prior with the best of intentions but no user research, Clumio’s backup policy experience needed an overhaul. As the lead designer, I set out to redesign the experience to provide users with clarity and reassurance, thereby eliminating their reliance on customer support to verify policy details. My challenge was to unify the diverse constraints of various data asset types into a streamlined, intuitive, and highly effective solution, empowering users with confidence and control.

Analysis of visitor analytics, user feedback, and past insights revealed 4 key findings: users visit the platform infrequently (about once a month); due to the lack of a dedicated policy details page, 59% of "edit policy" clicks are made to see details; 83% want better visibility into backup failure prevention; and users frequently call customer service to get clarity about policies.

I wireframed early concepts as a wizard to simplify the complex experience and collaborated with our design system lead to develop a fullscreen modal, introducing a new design system component. This approach included a final summary screen with an interactive table, enabling powerful in-line editing while keeping information easily accessible.

I conducted usability studies on mid-fidelity prototypes, revealing a 70% user satisfaction and task success rate. The findings highlighted the detailed final summary screen as a key feature, with users prioritizing clarity over extensive customization.

Goal

To ensure this project’s success, I set out to design a trustworthy experience that empowers users to confidently manage their operations with greater autonomy. Research and usability testing confirmed that a clear policy summary screen was essential for building user confidence, reducing reliance on support, and minimizing unnecessary "edit policy" clicks to view details. By centering the experience around a concise, at-a-glance summary, thus removing the step-by-step flow altogether, I aimed to provide instant clarity and make policy management seamless and self-sufficient.

The final design featured a full-screen, at-a-glance policy summary showing the backup schedule across all timeframes. A dropdown let users add asset types step-by-step, simplifying and focusing the process.

Configuring policies one element at a time was made intuitive. I collaborated with my design system lead to create a new show/hide component within the checkbox hover element, revealing additional information progressively as needed based on the user’s selection.

A policy details page, inspired by the summary concept, was added to the Policies section, offering users a clear, centralized view of their configurations. This eliminated the need to click “Edit” just to view details, simplifying the process and making policy management more intuitive.

Results

Customer feedback sessions on the final design were overwhelmingly positive, with nearly 100% user satisfaction. All participants successfully navigated the experience and noted they could access the information they needed without relying on customer support, substantiated by customer support reporting a significant reduction in policy-related inquiries. A deeper analysis of support call data to further validate task success is ongoing with the current project team.