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My Role: UX Researcher
Customer Insights, Usability Testing, & Prototyping
Problem to be solved:
Problem to be solved:
Honeywell designed a new internet-connected HVAC control system for light commercial properties that allowed contractors to remotely monitor and support multiple buildings.
How do we ensure the the experience is simple & efficient for our users: HVAC Contractors?
Understanding Our Users
Understanding Our Users
Honeywell has a long and strong history with professional HVAC contractors, especially in the commercial buildings channel. However, our HVAC customers have little experience with networked and internet connected systems.
Segmenting Types of Users
Segmenting Types of Users
Defining The Target Experience
Defining The Target Experience
The offering included hardware and software, allowing users (commercial HVAC contractors) to monitor and support multiple buildings remotely.
Improving Hardware Usability From 33% to 93%
Improving Hardware Usability From 33% to 93%
I conducted in-field and in-lab tests on various hardware designs for the wall controller. This device required the user to remove the faceplate to install or service the inner components of the device.
Initial Ideas Tested Poorly
Initial Ideas Tested Poorly
Proposed Design Solutions
Proposed Design Solutions
Testing Showed Low Success Rate
Testing Showed Low Success Rate
We Learned Through Observation
We Learned Through Observation
Prototyped New Faceplate Design & Tested Again
Prototyped New Faceplate Design & Tested Again
Software Usability Testing
Software Usability Testing
Throughout the project I created prototypes and conducted usability testing with recruited participants. Prototypes included mobile and web versions. Based on the test results our team iterated on the design.
Why In-Field Observations Matter
Why In-Field Observations Matter
During Beta Testing our participants reported failed hardware devices, but our QA team could not replicate the issue. I knew our customers, and trusted that something wasn't right, so I went into the field to understand the problem. I discovered it was not actually a bug but a design flaw.
Red Flashing LED During FW Update Mistaken As Faulty Device
Red Flashing LED During FW Update Mistaken As Faulty Device
Changing LED To Amber Eliminated Confusion
Changing LED To Amber Eliminated Confusion
Final Product
Final Product
The end product, a suite of hardware and software, launched in 2017 and is used nation wide allowing commercial HVAC contractors a simple and streamlined approach to monitoring and supporting light commercial buildings such as strip malls, restaurants, and more.
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