Incident Management Platform

The brief was direct and impossible: build a product for a market that doesn’t know what it needs yet.

The client was a cybersecurity firm entering the active-incident response space. The problem was real — when an organization is under attack, the coordination between forensics teams, legal counsel, insurance carriers, and recovery partners is done via email chains and phone calls. Nothing purpose-built existed.

Our job was to make something purpose-built exist.

What we didn’t expect

The users who shaped the product most weren’t the ones we expected. Legal counsel and insurance carriers — the “peripheral” stakeholders in our original mental model — turned out to have the highest-stakes decisions and the least tolerance for ambiguity. We had to redesign for them, not around them.

[Full case study to be written.]