Reimagining of how security services can be delivered
Overview
Project Timeline: Q1 2023 – Q3 2024
As the sole UX/UI designer (or maybe even the soul designer), I led Surely’s design from the ground up—transforming an idea into a fully functional platform that redefines security hiring in the UK.
Built to connect clients with certified security operatives, Surely simplifies complex workflows, from registration to shift management, with an intuitive and scalable experience.
Through deep user research, strategic UX decisions, and a modular design system, I crafted a seamless, trust-driven platform that balances compliance, usability, and business goals—setting a new benchmark for the industry.
Pen-and-Paper Insights: Early Ideas that Shaped the Design
Research and Preparation
A thorough understanding of both end users and the industry was the cornerstone of Surely’s design. Early in the process, I immersed myself in the challenges and needs of the security services landscape:
- In-Depth User Interviews
Engaging with security operatives and clients uncovered critical pain points—from complex licensing requirements and scheduling challenges to the need for trust and transparency. - Industry Research
By studying SIA licensing requirements, I ensured that compliance was seamlessly integrated into the platform without compromising usability. - Persona Development
Detailed personas were crafted to capture the unique goals, frustrations, and behaviors of both user groups, ensuring that every design decision was user-centered. - Information Architecture
Mapping out user journeys, wireframes, and site structures established logical flows and intuitive navigation throughout the platform. - Technology Research
Early collaboration with developers led to the evaluation of several frameworks. The decision to use the Reshaped React Library provided a strong foundation for scalability and ease of future updates. - Creative Exploration
A dynamic component moodboard, along with initial pen-and-paper sketches, helped solidify early ideas while maintaining a consistent yet innovative look. - Project Management & Collaboration
Breaking tasks into manageable sprints using Trello kept the project organized. Regular mentoring sessions with the marketing team ensured that messaging and branding remained tightly aligned with our UX-first philosophy.
Key Insight: In security services, trust is paramount. Every feature—from onboarding to final user interactions—needed to reinforce reliability and professionalism.
Security Operative Interviews: Real Feedback Shaping the Platform
User Personas: Buyer & Security Operative Profiles Informed by Real Interviews
Mapping the User Journey: Defining Elements, Components, and Functions for Seamless Navigation
Interactive User Journey: Dive Into the Live FigJam Flow Below 👀
Streamlined Onboarding: Collecting Key Details for a Smooth Start
Core Feature Highlights
Every feature in Surely was designed to address real user pain points while delivering a premium, intuitive experience:
1. Registration Process: First Impressions Matter
- Essential Details
A clean, minimal modal collects core information (name, email, password) with social login options for added convenience. - Role Selection
Users choose their role—Client or Operative—in a distraction-free, full-screen modal. - Post-Registration Guidance
Operatives receive intuitive prompts that guide them through profile completion, ensuring a smooth and engaging onboarding process.
Detailed specifications for interactions, dropdown behaviors, and animations helped ensure a seamless development process.
User Account Setup: Defining Roles and Essential Details for a Tailored Experience
2. Profile Completion for Operatives
A clear, step-by-step flow was created to build trust and ensure compliance:
- SIA License Verification
Operatives enter license details and upload a photo of their license card. - Identity Verification
A combination of government-issued ID uploads and a selfie guarantees secure, verified profiles. - Address Verification
Simple, clear instructions help reduce errors and streamline the process. - Guided Steps
Visual cues and concise copy keep users on track, enhancing accuracy and satisfaction.
Next Step Verification: Security Operatives Finalize Registration for Full Access
3. Ratings and Reviews
Building transparency and accountability is central to Surely’s ethos:
- Client Feedback
Clients can rate operatives on punctuality, professionalism, and communication. - Profile Display
Average ratings and client testimonials are showcased on operatives’ profiles, boosting credibility and fostering trust.
4. Search & Filters: Finding the Perfect Match
Designed for efficiency and precision, the search functionality offers dual modes:
- Grid View: At-a-Glance Insights for Clients
Card-based layouts provide a clear, structured overview of security operatives, displaying ratings, qualifications, and availability at a glance. As the first page clients see, it ensures a smooth browsing experience, enabling quick comparisons and informed hiring decisions. - Map View: Location-Based Security Operative Discovery
An interactive map visually pinpoints security operatives by location, allowing clients to quickly find professionals nearby. This feature enhances accessibility and efficiency, making it easy to select operatives based on geographic convenience. - Advanced Filters: Precision in Every Search
Clients can narrow down results using powerful filters, refining searches by qualifications, ratings, or urgent hire status. This ensures they find the right professional for the job in just a few clicks.
5. Chat Functionality: Centralized Communication
More than just messaging, the chat tool serves as a robust job management interface:
- Integrated Job Details: Everything in One Place
Clients and operatives can effortlessly track shift hours, hourly rates, payment statuses, and job descriptions—all within the chat interface for seamless job management. - Enhanced Messaging: Faster, Smarter Communication
Real-time updates, secure file sharing, and instant contract actions (accept/decline) ensure smooth collaboration, reducing delays and miscommunication.
The Heart of Surely: Chat-Driven Job Management & Collaboration
Shift Management: Assigning and Adjusting Security Operative Schedules
Design System Foundations: Typography, Colors, and UI Components for a Cohesive Experience
Design Excellence
Every detail in Surely was meticulously crafted with an eye toward both beauty and functionality:
- Typography & Visuals
Thoughtful type selections and a cohesive color palette establish a premium yet approachable aesthetic. - Developer Documentation
Comprehensive guides covering dropdown states, tooltips, animations, and component behaviors minimized ambiguity during implementation. - Component-Based Design
Utilizing Next.js and the Reshaped React Library, each component was documented in Figma to maintain alignment between design and development. - Mobile-Optimized Design
A modular design system ensured effortless adaptability across devices, making responsive development more efficient. Dedicated mobile design examples provided clear guidance for a smooth implementation. - Interactive Figma Prototype
A fully detailed Figma prototype with pixel-perfect structure, organized layers, and interactive flows ensured clear communication between design and development—allowing for precise execution and rapid iteration.
Interactive Prototype: Explore the Full Figma Experience in Action 🎉
Collaboration & Teamwork
Seamless collaboration across teams was vital to bringing Surely to fruition:
- Figma Documentation
Annotated designs and style guides helped developers translate concepts into reality quickly and accurately. - Trello Management
Sprint-based task breakdowns clarified objectives, ensuring deadlines were met and responsibilities were clear. - Mentorship
Regular sessions with the marketing team ensured that brand messaging and user experience principles were perfectly aligned.
Challenges & Solutions
Every project has its hurdles—here’s how we turned challenges into opportunities:
- Understanding the UK Security Industry
Solution: Extensive research into regulations, licensing, and operational structures ensured that the platform met industry-specific needs while remaining user-friendly. - Complex Registration Requirements
Solution: A multi-step onboarding flow that met rigorous compliance needs without overwhelming users. - Dual User Groups & Hybrid Pages
Solution: A flexible hybrid page structure ensured a seamless experience for both security operatives and clients. Key pages, like profiles, shared a similar layout but dynamically adjusted—operatives could edit their details, while clients viewed a streamlined, read-only version. This reduced complexity while keeping interactions intuitive for each user. - Chat as the Core of Job Management
Solution: The chat system was designed as a central hub—allowing operatives and clients to manage job details, payments, and contract updates in real time. - Shift Scheduling for Multiple Operatives
Solution: A dynamic calendar system enabled clients to efficiently manage shifts across multiple security operatives while maintaining clarity and flexibility. - Premium Positioning
Solution: Polished visuals, frictionless interactions, and transparent processes established Surely as a top-tier option in a trust-critical industry.
Results
- Streamlined Onboarding
A structured onboarding process balanced compliance requirements with ease of use, ensuring a smooth entry for security operatives and clients alike. - Trust & Transparency
A reputation system with ratings, reviews, and Surely Pro badges gave operatives credibility and helped clients make informed hiring decisions. - Enhanced Credibility
Transparent ratings, reviews, and Surely Pro badges have elevated operatives’ reputations, fostering greater client trust. - Scalable & Future-Proof
A modular component framework and a well-structured design system in Figma ensure the platform can evolve effortlessly without sacrificing consistency. - Setting a New Standard
Surely sets a new standard for security services in the UK, bridging the gap between clients and operatives through a seamless, tech-driven experience.
Conclusion
Surely is a game-changer for the UK security industry, built from the ground up to redefine how professionals and clients connect. With seamless onboarding, chat-driven job management, and a scalable design system, it streamlines operations and fosters trust. More than a platform, it’s an innovative step forward for security services.
Thanks for exploring my approach to Surely 😌