When designing a security solution, three things need to be top of mind - security, manageability and reliability - resulting in a solution that protects your data wherever it goes without disrupting its processes or end-users.
So said Erin Walline, director end user computing solutions, user experience and insights at Dell, speaking about how Dell designs its products at the Dell Solutions Summit 2014 in Brussels this week. "At Dell we aim for products that are designed, tested and engineered to deliver a flawless customer experience every time."
She said the workplace has evolved, the way people interact with devices is changing, as are the platforms and also the definitions of mobility and fixed computing. "People want emotional connections and deeper experiences, and we have to design our solutions to embed an emotional connection with the user."
Designing for everyone is not the way forward, she explains. "Designing for everyone is designing for no one. To successfully design products requires several factors. Design validation, usage modelling, contextual inquiries, ethnography, usability testing, competitive US benchmarks, behavioural specification development and technology experiences."
Walline said this is a process, with users giving feedback and testing along the way. "The product has to make sense to users as Dell deploys it.
"When looking at introducing new features, or changing interfaces or adding something like biometrics, we need to make sure we are talking to the right people. There has to be a balance between security and usability."
The ISO Standard defines usability as the extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use. "Designers must create systems that are both secure and usable. To accomplish this, Dell uses iterative design and usability testing with target users.
"You can't just bring someone in at the end and test it, it must be done along the way. We are heavily embedded with our partners and engineering and marketing, and bringing users in and testing throughout the development cycle, so by the time it gets out the door, users' feedback has been incorporated."
Walline added it is also important to remember that users' needs and expectations change all the time, and this must be looked at continually too. "And don't forget about visual design. This is important as well. Consistency of brand reduces cognitive workload and enhances trust."
She stated one area Dell is looking to boost is biometrics and physical security. "Biometrics has been around a long time. Dell is looking at other things. More accurate scan fingerprint readers, voice input, iris scanning, facial recognition, all that add another factor of authentication, and will also allow for continuous authentication.
"There are several core tenants Dell has developed over time. Users know what tasks they need to perform, and the most natural way to perform a task should also be the most secure. The user is able to determine how to perform tasks, and an appropriate level of feedback must be given along the journey. Provide clarity around the effect of actions taken and remember that the interface should not be intimidating, only show what's needed and structure each workflow around how people think and behave. Allow users to revolver from mistakes and do not allow them to make dangerous errors. Users should be able to focus on the task, not the security of the system."
Finally, she said it is important to "architect a common design and experience DNA. Always exceed expectation. Details matter, it is perception of ease of use and good design that turns users into advocates. A good experience is a differentiator."
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