TransUnion - Incident Response
Lauren Garnett
TransUnion - Incident Response
One of the "Big Three" major credit reporting agencies that provides credit data and insights to help businesses and consumers make informed decisions.
Role
Contract Product Designer — sole designer on the project
Collaborators
Product Manager · Senior Director of Product UX & Design · Leadership Team
Process
Discovery & Research, Ideation, Design & Prototype, Ideation (V2), Design (V2)
Overview
TransUnion manages data on over one billion consumers worldwide. When a business experiences a data breach, both sides feel the impact — companies need to manage the fallout with their partners, and consumers need to know what happened and what to do next.
I was brought in to design a suite of products that would address both sides of that experience and help TransUnion rebuild trust on both ends.
Problem
The Incident Response program saw a rise in requests for breach solutions that go beyond the standard support model. Two distinct pain points emerged:
Businesses needed a way to notify subsidiaries and track their progress through the breach response process.
Consumers needed clear answers — was their data impacted, and what were their options if a class action settlement was in play?
Solution
To address this, we designed conceptual products focused on self-automated solutions; three web app products across two user types — businesses and consumers — within a two-month timeline for leadership and board approval.
Product 1 · Third Party Breach & Account Management
A dual-perspective tool: one view for a parent company alerting subsidiary companies of a breach, and another for an Account Manager tracking those subsidiaries through the response process. Delivered as a prototype.
Product 2 · Verification Tool
A consumer-facing tool to check whether their personal information was affected in a breach. No comparable product existed on the market. Delivered as a prototype.
Product 3 · Class Action Settlement
A guided experience for consumers whose data was breached and a class action is underway. Delivered as high-fidelity designs.
01 Discovery
Kickoff
I kicked off with the Product Manager to align on all three projects — user goals, pain points, legal requirements, and content needs. The branding would follow TransUnion's established design system, with room to add new components where needed.
02 Research
Competitive Analysis
Existing references were limited — a verification tool of this kind didn't exist yet. I searched for class action settlement pages and breach landing pages from other companies, but most pointed back to the same single source the PM had already shared, confirming this was largely uncharted territory.
A consistent pattern emerged across what did exist: cognitive overload, poor information hierarchy, and unclear calls to action. That became a core problem to solve against.
Task Flow & Competitive Wireframing
To get grounded in the Third Party Breach product, I mapped a competitor's task flow and roughly recreated their screens in wireframes. I then walked through it with the PM to identify what to keep, cut, or rethink. This exercise clarified the product's scope before any real design began.
Task Flow Wireframes
03 Ideation
Medium-fidelities
Working closely with the PM daily, I built out medium-fidelity designs for the Third Party Breach product. These sessions helped me understand the differences across all four products and identify where content could be shared between them — reducing redundancy and keeping the experience cohesive.
Business Products
Third Party Breach - a parent company experienced a breach and legally needs to notify all subsidiaries and clients about the incident.
Third Party Breach
Account Manager - other side of Third Party Breach app where businesses can manage their companies responses through the process.
Consumer Products
Verification Tool - consumers can check if they were impacted and their data was breached.
Verification Tool
Class Action Settlement - when there is a lawsuit against a breached organization, notified individuals can learn about their rights, opt-out of settlement, or file a claim.
Class Action Settlement
04 Design
High-fidelities
I applied TransUnion's existing design system to high-fidelity screens and to align styling with their existing product suite. Placeholder copy was used throughout while we waited for more info from the Sales team.
Home
Home
Authorization Requests
Authorization Requests
Resources & Notices
Resources & Notices
Event Details
Event Details
Iterations
Leadership Feedback & V2 Explorations
After presenting to the leadership team, the PM, Senior Director, and I worked through the proposed changes. Two screens needed a redesign, and the team requested a more grid-based approach to the Third Party Breach product.
My Initial Sketches, Crazy 4’s, and Wireframes
I used the Crazy 8s method to rapidly explore layout ideas for the Home and Authorization Requests screens, focusing on how to prioritize actions without overwhelming the user. I brought my sketches and wireframes to the Senior Director for review.
From that conversation, the direction shifted meaningfully: he introduced an onboarding flow to surface critical breach details upfront, and combined the Home and Authorization screens into a single Dashboard with a progress bar. This removed cognitive overload and made taking action feel urgent and clear.
Onboarding Process
Checklist
V2 & V3 Changes
Home and Authorization Requests merged into a grid Dashboard with a progress bar and onboarding flow
Checklist auto-prioritizes based on tasks completed
Onboarding content repurposed as slides in the Verification Tool
Login flow updated across all products
Left navigation replaced with top navigation to reclaim page real estate
After the prototypes were complete, I finalized the lower priority Class Action Settlement hi-fi's:
Home
Home
Information Center
Information Center
Request Exclusion
Request Exclusion
Submit Claim
Submit Claim
05 Handoff
After making a few minor edits, the finalized prototypes and high fidelities were given to the PM and leadership team to bring to the board ahead of schedule.
Key Design Outcomes
Established trust through transparency — users were informed of breach details immediately
Reduced cognitive overload by consolidating screens and simplifying information hierarchy
Created a first-of-its-kind verification tool in a market with no existing comparable product
Delivered three products across two user types within a two-month contract timeline
Lauren Garnett - UI/UX Designer & Researcher
Thank you!
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Posted May 25, 2026
Designed a suite of web app products for TransUnion's Incident Response program, enhancing user trust and clarity.
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