Context:
It commonly takes users up to 6 months to get familiar enough with the product to tune their detections
Problem :
ExtraHop RevealX is a Network Detection and Response (NDR) tool that analyzes network packets to detect compromised devices. Since post-install configuration significantly improves detection accuracy, this guide walks new users through parameter setup while providing a product tour.
Process:
- Interview active users to understand how and when they
tune detections - Learn about what resources and training are available for detection tuning
- Learn about what effects optimized detections have
- What could be suggested with agents? Later dropped thinking because our LLM was only focused on devices vs detections.
- Collect suggested topics, resources, and order. Developed a prototype and tested with customers.
Proposal:
The guide is accessible in the system settings menu. It has two states – large and small, with the ability to be moved around the screen. When the guide is launched, it’s large enough to present the topic. When the user clicks through to the topic, the guide minimizes on the landing screen and near the configuration controls.
Result:
To measure success, I tracked user engagement with the feature and achieved outstanding results: a 70% open rate with a near-identical click-through rate to individual configuration topics. This high engagement successfully met my target goals and opened new avenues to promote additional product extension modules.
