Company:
Platform:
Cybersecurity dashboard
(Web platform)
Role:
Lead Product Designer
Duration:
6 weeks (Q1 2019)
Team:
Product Manager
2 Engineers
UX/UI Designer (me)
We introduced a new feature in X-ray, our internal cybersecurity dashboard, called Scan History. This feature provides users with a complete timeline of how their scan investigations are handled, integrating communication and status data from Freshdesk and internal systems into one clear, accessible view.
The Impact
To measure success, we tracked:
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Feature engagement → 63% of target users interacted with Scan History within the first 2 weeks.
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Support dependency → 28% drop in Freshdesk lookups, indicating users found needed context directly in X-ray.
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User clarity → Interviewed analysts reported improved understanding of investigation flow and faster follow-up actions.
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Scalability → The chat-based model established a clear foundation for future inline communication between IR and users.
Scan History main screen
Scan History main screen
What We Did
One of our customers requested an interesting feature: to display the scan investigation ticket flow inside our X-ray dashboard. This would give users visibility into how and when a scan request was handled by our IR team.
My Role
As the project's designer, my goal was to create a straightforward, modern, and clean UI—easy enough for anyone to use without training, while aligning with our platform’s technical and visual standards.
✅ TL;DR Overview:
Introduced a new Scan History feature that merged Freshdesk and X-ray data into a single timeline, giving users full visibility into investigation flows.
The Challenge & Goal
The Problem:
Previously, users only saw the beginning and end of the scan process — the request and the result. The steps in between, including all communication and status updates, were invisible. Additionally, the existing filtering tools were overly complex and underused, leading to confusion and lack of engagement.
Goal:
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Creating a new feature for Scan History that integrates information from 2 platforms.
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Help our customers understand the process better.
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Give our customers more visibility regarding the investigation process that is shown on our platform.
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Make the information more accessible and easy to navigate to.
✅ TL;DR The Problem:
Users lacked insight into scan handling beyond the request and final verdict, with no access to communication history.
Research
Through user interviews, we found that:
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Users wanted a centralized location to view scan progress.
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They needed visibility into communication with the IR team.
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The current tools were too hidden or cumbersome to be useful.
These insights formed the foundation of our feature requirements.
Feature Requirements
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Show investigation status and ticket progress.
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Display communication timeline between user and IR.
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Centralize all scan-related information in one place within X-ray.
✅ TL;DR Research:
Interviews revealed the need for a centralized, understandable timeline showing investigation progress and communication.
Design Process
We explored two concepts:
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A shipment-style tracker, which failed due to information fragmentation and poor space efficiency.
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A chat-style timeline, which succeeded by presenting information clearly and intuitively.
We chose the chat model to simulate real conversations between users and the IR team, collapsing longer messages to keep the UI compact and readable. This approach also sets the groundwork for future messaging capabilities.
Option 1: shipment model
Scan History Option 1: shipment model Screen 1
Scan History Option 1: shipment model Screen 2
Scan History Option 1: shipment model Screen 4
Scan History Option 1: shipment model Screen 1
Final Design
The Scan History component:
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Displays a conversation-style timeline with sender roles
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Collapses long messages, with expand-on-demand
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Integrates Freshdesk data, with a link to open the full ticket if needed
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Stays fully visible above the fold, even on small screens
Option 2: chat model Default State
Option 2: chat model Default State
Option 2: chat model Open State
Option 2: chat model Open State
✅ TL;DR The Design:
Developed a chat-style timeline UI that reflects the back-and-forth between IR and users, with expandable messages for clarity and scalability.
The Impact
To measure success, we tracked:
-
Feature engagement → 63% of target users interacted with Scan History within the first 2 weeks.
-
Support dependency → 28% drop in Freshdesk lookups, indicating users found needed context directly in X-ray.
-
User clarity → Interviewed analysts reported improved understanding of investigation flow and faster follow-up actions.
-
Scalability → The chat-based model established a clear foundation for future inline communication between IR and users.
✅ TL;DR Impact:
Increased engagement, reduced support dependency, improved clarity, and set the stage for future inline messaging.
What I Learned
This project reinforced the value of:
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Starting from real user pain points
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Designing for visibility in security workflows
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Building flexible systems that can evolve without overengineering
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