Qualitative Research & Prototype Evaluation
Security for lost and stolen VR headsets and wearables:
Qualitative research evaluating security features and prototypes
Customers have increased concerns around loss of wearable devices like VR headsets. But, our client had little insight into their expectations for security features.
They risked perceptions that their product lacked maturity or customer focus, potentially impacting purchase decisions.
We dove deep into customer risk perceptions and identified key features and flows to help meet their users’ needs if their devices are ever lost or stolen. Drawing upon concepts from Kano analysis, we helped our client understand the ‘why’ behind customers’ prioritization of security features.
Our client came away with a thorough understanding of the biggest security concerns and priorities to guide development.
Research Goal & Questions
The research goal was to understand common lost and stolen experiences for VR headset and other wearable users - and how to address those top concerns and challenges.
How does the lost or stolen experience impact trust in the company and future purchasing decisions?
How do we improve comprehension, trust, and efficiency of security flows?
Which features are basic expectations and which are delighters? Not needed or not wanted? Why do participants prioritize security features in the way they do? Which are the most and least important features to focus on for development?
Our Approach
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N=8 participants from the USA
A mix of user participants who owned a VR headset/wearable and professional VR developers
Developers had a mix of enterprise, B2B, and direct-to-consumer experience
Mix of genders and other demographics like age and race/ethnicity
All participants used their devices outside of their homes
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Exploratory questioning into lost and stolen device experiences and their top concerns and challenges
Categorization of potential security features using Kano categories to better understand the relationship of specific features to customer satisfaction
Cognitive walkthroughs of several security flows and prototypes, gathering feedback on utility and improvements
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8 weeks
Impact
Validated early security concepts and team direction by revealing that users felt certain features were table stakes or ‘must-haves’ for these products.
The client reported that the team is now prioritizing and developing security features that were previously tabled given the new evidence on their importance to users.