UX Research Case Study:

Enhancing Cybersecurity Onboarding Experience for a Nonprofit Organization

In this project, I worked on a case that encountered a compelling challenge: strengthening the cybersecurity onboarding experience for a nonprofit organization, which I’ll refer to as “Organization A.” This case study delves into our collaborative efforts to address the unique threats that Organization A’s personnel face within their sensitive operational landscape.

Cyber Attacks on Organization A

Organization A faces significant challenges due to the sensitive nature of its work. As a result, the organization is frequently targeted by malicious actors seeking to undermine its operations. Unfortunately, many individuals within Organization A have been subjected to cyberattacks, including phishing attempts, doxing incidents, and various forms of harassment.

Strength in Diversity

To enhance the security measures for individuals within Organization A, I collaborated with a policy analyst and a team of cybersecurity professionals to develop a tailored plan. Leveraging my role as the UX researcher, I facilitated effective communication with a diverse range of stakeholders to identify key pain points. Working closely with the cybersecurity experts, we refined our focus to revamping the onboarding process for individuals within Organization A, ensuring a more comprehensive and secure experience.

Hidden Challenges in Current Cybersecurity Training

Discussions with key security personnel in Organization A revealed glaring gaps in the current cybersecurity onboarding process. Despite varying cyber threats faced by executive personnel and volunteers at Organization A, they all undergo the same generic cybersecurity training, which fails to address their specific needs adequately.

Crafting Tailored Onboarding Experiences

Through in-depth analysis of employee data, I identified distinct personas within the organization. For each persona, I devised tailored onboarding training protocols aimed at enhancing engagement and effectiveness. Additionally, I crafted a user-friendly checklist to enable individuals to quiz themselves, ensuring a comprehensive understanding of cybersecurity measures. This checklist serves as a valuable tool for self-assessment and readiness evaluation, empowering individuals to confidently navigate potential cyber threats.

Small Change, but Big Impact

Organization A expressed high satisfaction with our work. Despite the seemingly modest adjustments made to the onboarding process, the impact on cybersecurity hygiene has been substantial, enhancing the safety of their associates in both physical and digital environments. Given their limited resources for UX efforts, identifying their key challenges allowed us to effectively improve their experience through research-driven solutions. This not only enables them to continue their critical work on sensitive topics but also reinforces their overall security posture. I am proud to have played a role in enhancing their experience through research-driven improvements.