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Secure Blueprint

Prototype & validation, followed by front-end design and technology build

32+ months

case study desktop

Business meets security.

CISOs (Chief Information Security Officers) and security analysts are challenged daily to connect the maturity of their organization's cyber security program to the needs and investments of the business. Finding a way to collect the perspectives of each security leader in an organization can be an NIST Excel spreadsheet nightmare. There had to be a better way.

A Crema experience

The Secure Blueprint team from Kudelski started with a Strategy and Alignment Session and rapid prototyping to test early concepts of the Secure Blueprint surveys and dashboards. Our experimentation led us to a survey-based tool which collects data according to industry standards like NIST. We quickly learned that these surveys weren't complete with only one perspective, so recurring surveys were sent out to relevant stakeholders.

In collaboration with their growing development team, we built early versions of the UI and continued to support Kudelski's innovation team through additional design sprints, UX collaboration and testing.

Objectives and goals of the work

  • To rebuild the bootstrapped platform of off-the-shelf technology into a proprietary chat system capable of meeting the demands of their growing business while improving chat performance, scalability, HIPAA compliance, employee efficiency and accuracy, and improved customer experience.
  • All of these improvements would not happen overnight. Our team worked to prioritize the product development process to solve the largest challenges first, while supporting the day-to-day technical operations of growth for ProfessionalChats.
  • Concurrently, the teams needed to ensure that current customers did not lose any sense of value from the system. We worked closely on a transition plan from the old platform to the new, monitoring for performance and creating contingency plans.

“Through several unique engagements, we have found Crema to be an outstanding partner in helping us bring our products to market. Their assistance has helped us deliver products that make complex cyber security data easily understood by non-technical business leaders.”

– Brian Moran, Director, Product Management at Kudelski Security

Strategic insights behind the solution

Although much of our design work and technology is protected, there were some interesting insights into why we chose to build the platform the way that we did.

Top design insights and rationale:

  • ProfessionalChats does not employ bots. They are real, empathetic people who are awesome communicators. Their differentiator is superior customer support and experience. Everything from the chat language to the email formatting to clients had to be perfect.
  • Speed and efficiency were important from day one. Our teams understood that the ProfessionalChats team had a strategic roadmap for acquisition and that this new platform was a key part of the overall plan. In an effort to move quickly and at a high quality, we leveraged an existing UI library that provided reusable and customizable components for rapid design and development.
  • During initial strategy and alignment sessions, we saw first-hand how each role at the company would interact with the system. Having visibility into specific desk setups and workflows allowed us to design a system that would maximize efficiency for each type of user.

Top technology insights and rationale:

  • ProfessionalChats relied on a third-party chat service that our new platform had to integrate with. While this did a lot of the heavy lifting, our team had to come up with a cohesive solution that would maximize efficiency of the ProfessionalChats team and deliver accurate information to the right customer as agents switched rapidly between chats. Through testing and iteration, we found a solution that felt seamless between distinct systems and didn’t weigh the platform down.
  • Knowing that the ProfessionalChats platform needed to be HIPAA-compliant, our teams worked closely together and with trusted outside partners to review the data security and storage requirements for compliance. This even included switching to a new chat platform and iterating on the product to fit a new workflow.

Listening to the users to grow a great product.

Kudelski took a bold step in creating a Design partner program with their early customers. They actively engaged these early customers for feedback, and have continued to iterated Secure Blueprint to be the valuable product it is today. As one of the only NIST standards SAAS tools for collection and reporting, Secure Blueprint is quickly hitting the radar of the top CISOs across the country.

An acquisition to remember

In late 2018, ProfessionalChats had been acquired by Portland, OR company Ruby Receptionists.

"The acquisition plays a strategic role in expanding Ruby’s ability to engage with customers through all different channels, including digital and online platforms. The addition of ProfessionalChats allows Ruby’s customers to seamlessly add online chat to their website, Facebook and Google listing." For the full press release, click here.

During this time, Crema continued to serve ProfessionalChats as normal while plans for integration began to form.

Integrating into Ruby Receptionists

After the acquisition in late 2018, Crema began working closely with Ruby Receptionists’ Chief Product and Technology Officer Katharine Nester, as well as their Director of Product Management, Dan Porter. Their goals to integrate ProfessionalChats software into their current platform are still underway.

— Scott Hansen, Founder of ProfessionalChats

ProfessionalChats Desktop

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