CCleaner Lotus

Analysis and research

Studying the present

At the beginning of the project, I needed to make sure that I knew the current situation of the market and of CCleaner.

For this reason, I conducted market research on direct competitors as well as other popular PC apps.

At the same time, I audited the current CCleaner to ensure I had a comprehensive list of all the current functionalities.

Getting stakeholders’ input

I then ran a series of remote online workshops involving people from different teams to:

• Collect insights from teams who hear a lot from customers, so that I could start to identify strengths, weaknesses, and known unknowns;
• Collect and review existing research;
• Create internal alignment and buy-in.

Understanding users

Based on the discovery work done to this point, I put together a research plan to answer the main questions around known unknowns and to verify the main insights emerged so far.

I personally ran 4 rounds of qualitative research sessions, for a total of 33 people interviewed.

To validate the outcomes of the interviews with a wider audience, I worked closely with a quantitative research expert. Together we designed, launched, and analyzed a survey that got 2020 responses.

Identifying personas

I then reviewed the users’ research results together with the segments identified at a higher org level.

Together with a user researcher we also ran a High Expectation Customer (HXC) survey with 844 people to identify who our promoters were.

As a result, we identified 2 segments to focus on:

• Methodical Managers: tech-savvy and confident users;
• Overwhelmed Outsourcers: less confident users who often rely on someone else’s help.

Ideation

Vision

To define the vision and the product strategy, I worked closely with the product manager. Together we defined a first draft of the vision.

I ran 6 sessions of online workshops which brought together people from different teams:

• 2 sessions on vision and strategy;
• 3 sessions on features and ideas;
• 2 sessions on roadmap and priorities.

Ideas creation

I also designed and helped conducted an in-person workshop which had a double goal:

• Share the outcomes collected so far and get people enthusiastic about the project;
• Sketch ideas with people from different teams to turn research insights into solutions.

Outcomes

These activities provided us with a solid base which allowed us to move onto the design phase. Key findings were:

• We wanted to add a differentiator, and we identified that into cloud cleaning, drifting away from device-only cleaning;
• We agreed that CCleaner should focus on performance, cleaning, and privacy, but not so much on security;
• We wanted to have a simple UX, with an easy-to-use and beautiful interface.

Design & test

Defining the information architecture

I started to define the main journeys and the information architecture.

Working closely with a user researcher, we started testing some sections using card sorting or tree testing.

A new important part of the sitemap was the troubleshooting section, which allowed users to choose the right feature based on the issue they were experiencing. This section also allowed us to reframe existing features (for example Driver Updater) from being linked to security to being used to fix issues. This reframing was in line with the strategy according to which CCleaner should focus on performance and not so much on security.

Prototyping & iterating

After having prioritized certain screens and journeys, I started creating a low-fidelity prototype.

While working on it, I made sure to get feedback from the team and highlight the questions we needed to answer through research.

I then started to test and iterate some low-fidelity mockups using an online testing tool.

High fidelity prototypes

Once a low-fidelity prototype was validated with users, I worked closely with the developers, to create the UI, which was then tested again.

The UI was based on the design system, that I also contributed to develop.

I also worked closely with a UX copywriter, to create and test different copy options.

Specifications & development

I also created specifications to help developers use the correct components and to specify the behaviour of all the elements.

I then continued supporting developers throughout the process of implementation.

The result

1 - Examples of addressed needs: expanding functionality

Need: Device cleaning was becoming more and more obsolete. CCleaner needed to pivot its main functionality.

Solution: We included cloud cleaning and cloud storage management in the strategy of the product. This would help with the usefulness of the app, as well as enrich the value of the paid membership. The cloud management part would be attached to disk analyser, an existing feature. This would allow us to adopt an agile approach in adding more features as we developed the app.

The first release would just include disk analysis, maintaining a similar functionality to what already exists.

Cloud Cleaning would be added later on, focussing people to manage multiple storage spaces (key need according to research).

2 - Examples of addressed needs: accessibility

Need: The usability and general accessibility of the product needed improvement.

Solution: I redesigned the features to make them easier to use and more accessible.

3 - Examples of addressed needs: discoverability

Need: make it easier for users to find more / new functionalities. From research, I discovered that most users tended to always use the same few functionalities and sometimes they didn’t know which other ones would be helpful for them.

Solution: CCleaner Lotus will be more proactive. Instead of expecting the user to choose the best feature, it will surface the most urgent/helpful actions or tips. For example in this prototype, after having run a general scan, users get some recommendations on what functionalities they should use next.

4 - Examples of addressed needs: customisation

Need: The research highlighted that there were 2 types of users.

• One type (the majority) used CCleaner as a routine task. They wanted to set CCleaner up a certain way once, and then always run it in the same way, without having to spend time on it.
• The other type used CCleaner ad hoc when they needed something specific (e.g. some people used it to clean a browser or to update a specific driver that was creating issues).

Solution: I designed 2 flows:

• People can quickly run a general scan from the dashboard.
• Alternatively, they can use the side menu to Optimize or Troubleshoot. Optimize (originally called “Explore all features”) is indicated for people who use the app as a maintenance tool. Troubleshoot provides the journey for those people who are experiencing an issue.

Prototype of a feature: Browser Cleaning

One of the first prototypes I created was Browser Cleaning. This was the first feature to be implemented as a proof of concept. Not only I was designing for this specific feature, but I was also creating the structure for all features, in order to make them as consistent as possible.
I made sure to include all the elements that would be needed by all or most features, such as feature title, feature explanation, settings, success messages, CTA bar, and table structure.

Achievements

CCleaner Lotus has not been launched yet, but the following achievements were already reached:

• Set up a design system to be used by designers and developers
• Set up rules around logic and responsiveness
• First prototype was internally and externally tested, with excellent feedback in terms of usability

Testimonials