Non-Genuine Users


Finding that the Adobe software you paid for is a non-genuine copy and will be disabled is a frustrating and confusing experience. Using falsely-licensed applications is unsafe, so Adobe needed help to convert customers to using compliant and secure software.

My Role

I worked on the discovery phase with Roboboogie, who then used my work and their expertise to craft an empathetic solution to reduce confusion and increase brand trust.



Why are users not converting to genuine?

My task was to figure out the feelings and motives behind putting off the upgrade to genuine software.

1) I researched forums and blogs online for complaints.
2) I asked friends and family if they’ve ever come across the “non-genuine” message before, and how they felt. Or, how they would feel if this message came up.