Product Design Study
Thanks for participating in this survey! The answers to these questions are anonymous and will help in understanding how to best configure services related to identity monitoring. As part of this survey, you will see some new ideas for product designs. Nothing you say is incorrect! These surveys are helpful in building great products, so please feel free to voice any concerns, ask questions, and just talk out loud as you use any product screens.

First, please tell us about you.

What is your age?
Which of the following best describes the industry you primarily work in?
What is your experience with identity theft?
How cautious are you about the privacy of your personally identifying information, such as your email addresses, phone number, and passport number?
How important is it for you to monitor your identity online, such as your email addresses, credit cards, and passport number?
First, what is your familiarity with our products? (Do you know what kind of services or technology we work on, have you seen the service before, etc)
Your answer
I have emailed you a link to a prototype for this study. I am going to give you a scenario while you review the information on the first page at this link. Your bank (Chase Bank for the purposes of this study) has offered you an identity monitoring service. The service includes:-- CyberAgent, a monitoring of personal identifiers such as your email address, credit card numbers, and passport number to see if any of these have been sold online on illicit websites. -- Social Media Monitoring, which will alert you should your social networks including Facebook and Instagram have a risk to your privacy or reputation.-- A phone number to call if you lose your wallet, where a representative will help you replace the lost contents of your wallet.- A Resolution Guide that can help you determine the type of fraud you may have experienced should that ever occur to you.The service will alert you via email if there are any alerts to your identity monitoring account. Tell me your thoughts on this email.
Your answer
The service price is $25.99 but you have been offered a discount price of $14.99 per month for one year. You can cancel the service at any time. How likely is it that you would enroll in the service?
How likely is it that you would enroll in the service if it was provided free of charge?
Notes regarding Paid v Free service offering
Your answer
How often would you want to receive an email from this identity monitoring service?
Would you want regular learning emails regarding identity monitoring, such as statistics and information on how to keep your identity safe?
Notes regarding email frequency and learning emails
Your answer
ENROLLMENT - ENROLLMENT - ENROLLMENT: You have clicked on the email from your bank that outlined the identity monitoring service. Now you will enroll into the identity monitoring service that your bank (Chase Bank for the purposes of this study) has offered you. In this version of the enrollment, the service is free of charge.
Your answer
Tell me your thoughts on this enrollment screen. 1. Let me know if you feel like you would discontinue your enrollment at any point. 2. Let me know if there is anything that would make you reconsider enrolling into the service.
Your answer
Is it clear what you will get by enrolling into this service?
Your answer
Complete enrollment (click Complete Enrollment) MODAL: What are we looking at now? Do you think you have completed your enrollment?
Your answer
MODAL: What would you first be inclined to do on this screen?
Required
MODAL: What does the button "Manage Your Monitored Elements" say to you? What do you expect might happen if you click it?
Your answer
ACTION, MODAL: Click button to Manage Your Monitored Elements. What are your thoughts about what you are seeing on this screen?
Your answer
Are there any actions you can take on this Edit Monitored Info screen? If so tell me what you can do.
Required
At this point, would you add more of your personal data to be monitored?
Required
TASK: Add a Bank Account for monitoring. Let me know your thoughts as you are working through this task.
Your answer
On a scale of 1 to 5, with 1 being very easy and 5 being very difficult, how difficult was the process of adding a bank account for monitoring?
MY ACCOUNT - MY ACCOUNT - MY ACCOUNT: Let's close the CyberAgent monitored elements screen and inspect this page.
Your answer
Can you tell me what we are looking at in this screen?
Your answer
What kind of information can you access or manage on this screen?
Required
How do you feel about monitoring your Social Media Networks - would you click to monitor them?
Required
TASK: Click the button to "Manage Monitored Elements." Is this what you would expect to see by clicking that button?
Required
TASK: Close this window. Click on the button to "Edit Details." Is this what you would expect to see by clicking that button?
Required
Let's explore the rest of My Account. Click on the left-side tabs to view details for each and tell me your thoughts on what you are seeing.
Your answer
On the Subscription tab, what do you think would happen if you clicked the button "Manage Your Monitored Elements"?
Required
What are your overall thoughts on My Account? Do you understand what kind of information you can find here?
Your answer
ALL ALERTS - ALL ALERTS - ALL ALERTS: Let us look at the rest of the identity monitoring service. Let's start by going to the Alerts tab.
Your answer
ALERTS: ALL CLEAR. What do you think about the information on this screen?
Your answer
You have received an email alert from the identity monitoring service you enrolled in. Tell me your thoughts on this email, what you would do next after reading it, etc. [prototype: https://invis.io/3U9351JMV#/194426533_16_Email_0_Cyber]
Your answer
LOGIN SCREEN: comments on this screen.
Your answer
ALERTS: POPULATED. Pretend you have received an email indicating that you have a new alert. Now you are looking at a screen with alerts that have been found. How many alerts do you see?
TASK: Expand the top-most Alert. What would you do if you received an Alert like this?
Required
TASK: Click the Manage Monitored Elements button. Is this what you expected to see by clicking this button?
Required
At what point would you delete this alert? How would you do so?
Required
Click to close or collapse the Alert you opened. Has anything changed on the screen? Why is one Alert highlighted?
Your answer
DASHBOARD - DASHBOARD - DASHBOARD: The last part of this study is to look at the Dashboard.
Your answer
Click to view the Dashboard. Describe what you see: what is the screen showing you? Is there anything that interests you about this screen?
Your answer
Let's focus on the CyberAgent Monitored Elements container. Are the contents of this container familiar to you?
Required
What do you think would happen if you clicked the button Manage Monitored Elements?
Your answer
Would you click to view the Educational video?
Let's focus on the container marked Your Risk Analytics. What can you tell me about the information in this container?
Your answer
Do you think this information is useful towards managing your identity?
Required
On a scale of 1 to 5, with 1 being very useful and 5 being not useful, how useful is the Dashboard view?
Would you return to the Dashboard view?
Required
NAV: Without clicking, hover over the Identity Protection tab. Are there any services here you want to click to explore?
Required
THE END - THE END - THE END: Thank you so much for participating in this study! Last question: would you be willing to participate in future user studies?
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