The Problem
The main issue we aim to address is the friction in setting up locks. We also aim to reduce the learning curve and possibly delegate some repetitive tasks to the app.
How might we...
- Make sure the set-up process for all the hardware is easy and intuitive.
- Auditing the locks and fixing software issues & Making guests' management easy.
- Clarity of user interfaces and remove the clutter.
Why?
We started with "WHY" and conducted user research to unveil the main problems of the existing app experience of users. To identify these problems, different types of secondary and primary research methods were used:
- Interviews with stakeholders, NPS and tickets clustering.
- Qualitative survey to gather the main problems quickly
- In-depth interviews & usability testing to observe real behavior.
Discovery
I began by creating an information architecture to consider all scenarios. We needed to preserve existing functions without negatively impacting business metrics, which presented a challenge.
I focused on optimizing the user experience for clarity rather than just simplicity. I organized my thoughts using a simple matrix, identifying the current problems and suggesting optimal solutions. This approach allows me to generate ideas efficiently and translate them into design concepts.
Testing
To ensure we were on the right path and addressing the correct problem, we conducted user testing sessions to validate our design solution before proceeding with development. We repeated this process multiple times, continuously iterating our prototype until we were nearly confident about the solution.
Prototyping
We drew inspiration from our locks for the aesthetics of the app. We utilized 3D renders of the hardware to highlight the main features. Motion was employed to convey specific messages and provide guidance within the app.
Impact
This project was a crucial step in our growth plan for various business verticals. Our team successfully achieved a balance between a user-centered, data-informed, and business-focused approach. Qualitative data indicates that users comprehend the distinction in our hardware setup. The data demonstrates a 25% increase in overall app usage and a 50% reduction in the learning curve. Consequently, we now have a solid foundation for future experimentation.