ZEROFOX
large-scale Product To Bring offline processes to saas platforM
Request for Intelligence: Request form; queue; chat (scope) & delivery
Year
Tools
Deliverables
High-fidelity mocks
Product Team
My Team
My Role
Research
Summary
ZeroFox is a cybersecurity firm that, in part, delivers a trove of intelligence on cyber attacks, threat actors and threats, both generally and specific to a region, industry, organization, or individual. Clients can submit a further Request for Intelligence on a specific attack or threat. ZeroFox analysts respond to the inquiry with intelligence from selected sources and methods. Prior to these new features, this was all communicated and delivered via email. The process has now been integrated in ZeroFox’s SaaS platform and payments for this boutique offering are handled via an on-platform credit system.
Problem
Offline email-based Requests for Information are seen as analog and difficult to track. The lack of structure and transparency into the system have caused frustration and delay, discouraging clients from utilizing the offering. Analysts sometimes also have issue keeping up with and managing an influx of Requests.
Further, some clients are not permitted to use this method because of security limitations for uploading and transmitting sensitive data via email. This artificially deflates the potential pool of users, and therefore, revenue for ZeroFox.
Research & Process
I first conducted 3 contextual inquiries to observe the habits and work flows of the core users we were designing for- 1 staff analyst and 2 power users of the legacy RFI method. This helped me further break down the users into 3 groups, and gave insights into what a solution may need.
Key insight Handling payments off-platform was not necessarily a blocker for clients, but served to significantly increase the time between the request and the commencement of an analyst’s investigation.
With this in mind, I proceeded to 9 recorded user interviews- 5 from the client side & 4 from the staff side.
Key Insight The entire process could be kept online for the client, at the point of discovery of information that could lead to an RFI. The product manager and I used this research to capture the nuances of 3 different personas: client; staff analyst; managing analyst.
Solution
The complete RFI system is designed to cross 3 existing products on the platform and create 3 new ones. It incorporates the key insights of keeping the entire process on-platform (including discovery where possible), as well as creating a seamless credit system for payment.
- Request for Information Button: Placed within platform areas identified as the most common pain points. This button initiates the RFI process.
- Systematic Intake & Processing of RFI: Upon clicking the RFI button, a form appears to collect necessary details systematically.
- Analyst Queue Management: Requests are channeled to an analyst queue that can be managed by select users based on roles.
- Bidirectional Chat Interface: A secure chat interface allows clients and analysts to communicate. Security-scanned attachment uploads are enabled.
- Automated Credit Deduction: Credits are automatically deducted from funded client accounts when a request is made.
- In-Chat Audit Trail: Formal opening and closing of RFIs are marked in the chat, providing a scope and crediting audit trail.
Results
- 63% of new RFI details generated systematically via linked content on-platform.
- 58% reduction in RFI-related support tickets.
- 74% reduction in RFI time-to-scope.
- 48% improvement in on-time delivery of RFI.
- Q4 2022, a >35% increase in RFI revenue driven by the new features.
- ~36 companies with security protocols that previously blocked use of RFI via email allowed it on-platform.