MySecuritas core

Service integration into one app • UX/UI Design at Securitas IS • Sweden 2021
My Role:

UX/UI Design, Frontend Development

Company:
Year:

2021

Team:

2 UX/UI Designer, 2 User Researcher

Time:

4 month

What is MySecuritas?

In MySecuritas, customers can digitally access protection and intelligent services from Securitas. Such as:

  • MySecuritas Mobile Guarding. Mobile reports directly on your mobile device.
  • Remote Services. Digital property security management.
  • ID protection. Keep your company's information safe from hijackings.
  • MySecuritas Risk Prediction. Automatic risk forecasts in your business area.

MySecuritas is available on:

User Problem

All over the world, Securitas is decentralized. Because "Security is local." This has been part of the strategy that has made Securitas as large as it is today. This has resulted in many products being available via various apps. However, Design research has identified that users are experiencing difficulty managing their security needs. This is due to the fact that they must use multiple applications simultaneously.

Some of the Securitas apps in the AppStore

The solution

Consolidation of Securitas' digital services into a single platform. As a result, customers are able to use one app for all their security needs. Based on an analysis of companies (such as Facebook and Ericsson) that offer a wide range of services on one platform, we developed a concept based on a three-layer structure:

  • System Layer: contains Securitas global functionalities, like Profile, Notifications, Service switcher.
  • Service layer: contains all Securitas services the user has a subscription for.
  • Content layer: contains service content and service-specific navigation.

An overview of the layer concept from start to finish

Impact

Not only is this solution beneficial to our clients regarding a more convenient use of our services, but also to the culture of the company in terms of fewer silos and better collaboration between various teams.

The final solution for the service switcher

Design Process

The design process captures the steps that led to the current design. There were various iterations after meetings with system architects, front-end developers, and user researchers in order to find the best possible solution for our users and for our existing backend/frontend systems.

Design process overview

Field research on existing apps with multiple services

During my research on companies like Ericsson and Facebook, I came across the concept of Super Apps.
The term ‘super app’ was created by BlackBerry founder Mike Lazaridis back in 2010. He defined it as “a closed ecosystem of many apps” that people would use every day because they offer such a seamless, integrated, contextualized, and efficient experience.”
While attempting to combine multiple apps into a single entry point and experience. It quickly became clear that I was attempting to create a super app for Securitas. As a result, I began researching existing super apps such as WeChat, Alipay, and Uber.
I discovered that all of these apps have three things in common:

  • Global features like Notification, Profile/settings, and a Service Switcher
  • List of services visible after activation of a service switcher icon, that can be accessed via global functionalities
  • Specific navigation for the chosen service
    As a result, we created terminology for those three common features:
  • Global Features are close to the backend systems, so I refer to them as the ”system layer”.
  • “Channel Layer” was the name given to the list of services.
  • The last layer is the “content layer” and it contains all navigation and service-related information.

Research on Super-Apps

Testing and Learnings

Prototyping was tested internally in a formative test. This greatly helped to identify the most surviving usability issues and implementation limitations on the backend and frontend.

  • Backend limitation: Backend systems must fetch data from services, which can result in long loading times. As a result, we had to be very selective about what information was critical and must be displayed.
  • Due to the limited space available on mobile devices, it is difficult to have the application's name and navigation items visible. The final decision was to keep the notification button and the app's name, which also serves as a burger menu and stores all other secondary navigation items like settings and contact-us.

Prototyping and testing the three-layer concept, to see if it can be applied to a variety of services in Securitas Intelligent Solutions.