Redesigning the Family Safety app and website

Summary

The Family Safety mobile app suffered from critical usability issues and no clear path to guide users to an ideal state. App rating stood at ~2.5. Together, I collaborated with the usability team which was 2 designers and 1 PM to create a more engaging app infrastructure. Users didn’t understand how to connect a device to a product.

I designed the content for all scenarios involving device connection and onboarding.

Additionally, the Family Safety website was unusuable and outdated

Facts

• Microsoft Family Safety currently has ~15 million monthly active users

• Works on Windows, Xbox, iOS, and Android

• I am the only content designer on Microsoft Family Safety (1:25 Content Designer to UX Designer Ratio)

Results

• Increased app store product rating from 2.6 to ~3.5 utilizing content design strategies.

• Accelerated engagement within the app through writing new instructional modules, UI, and feature content to enhance user knowledge and engagement past onboarding.

• Received positive customer feedback about changes made to the website UX.

• Launched new support hub to create instructional content that matched the new UI.

• The top 8 most viewed support articles hold around 4 million page views in total over 1 year.

Before

Family Safety app

• “Everything is looking good” A constant message that’s not an accurate depiction of the state of devices.

• Lack of features that didn’t have parity with the website.

Family Safety website

• Flat, lack of a dynamic family feel

• Lack of clear ideal path

After

Family Safety app:

• Actionable cold state text that allows the user to get

• Lack of features that didn’t have parity with the website.

Family Safety website:

• Added digital activity and physical safety states

• Connected the Microsoft Family ecosystem by implementing feature awareness across email, OneNote etc.