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A multi-year effort to transform Resideo's largest customer facing SaaS application
My Role: UX Design Lead
Accountable for defining the vision & leading a multi-disciplined design team to execute a 3+ year effort
Problem to be solved:
Problem to be solved:
Resideo had long deferred any significant attention to the user experience of it's largest SaaS application: AlarmNet360. AlarmNet360 is a cloud application used by ~500,000 residential security professionals across the globe to program and configure home security systems.
How might we reimagine the AlarmNet 360 application and how do we execute at scale?
Challenges of Legacy and Enterprise UX
Challenges of Legacy and Enterprise UX
A bit of background... The AlarmNet360 application is a massive platform that is served by a spider web of smaller applications under the hood. Various parts of the legacy UI are served up from disparate sources and often framed onto a page. At the start of this effort I realized my team and I would be dealing with a multitude of challenges as we sought to overhaul the experience.
Pillars For Success
Pillars For Success
Transforming the application is a multi-year effort, as such it was critical we defined key pillars for the design.
Creating a Scalable Design Foundation
Creating a Scalable Design Foundation
Design Style Guide
Common Components
Scalable Architecture
Mobile Friendly Framework
Cross Functional Success
Cross Functional Success
Integrating Design as a core function was one of my biggest successes in this role. Historically design had interacted in a transactional relationship. Creating these partnerships with the Business and Development helped drive collaboration, improved project timelines, and ultimately led to better solutions.
Research & User Testing
Research & User Testing
Throughout the effort my team conducted numerous inteviews, observations, and usability testing. As we learned we iterated the designs and updated foundational components.
Legacy Design
Legacy Design
AlarmNet 360 in 2022
AlarmNet 360 in 2022
Improving Ratings & Volatility
Improving Ratings & Volatility
As of 2021 satisfaction surveys are consistent around a 4-star rating and trending upwards, an improvement over the volatility and lower scores seen in 2018 and 2019.
Mobile App Reviews up from 1.5 to 4 Stars
Mobile App Reviews up from 1.5 to 4 Stars
As a platform, AlarmNet360 also includes a mobile app. This has seen the largest satisfaction improvement since redesign efforts on the platform began.
Circa 2019 - 1.5 Stars
Circa 2019 - 1.5 Stars
Summer 2022 - 4.1 Stars
Summer 2022 - 4.1 Stars
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