Smart Home Security

My Role: UX Project Lead, UX Research, UX Design

Accountable for the end-to-end experience, Conducted user testing, & UX Design Support

Problem to be solved:

New Do-It-Yourself home security products were disrupting our legacy business.

How might we compete and protect our marketshare from these disruptors?

End-users Vs. Customers

It was critical for us to understand both our end-users and our customers. We had to compete in the DIY Market without competing against our existing customers (Security Dealers.) Our team conducted multiple rounds of generative research with both homeowners and security dealers and used these to create personas. The personas not only helped the design team but also helped influence the strategy for this project.

Designing A Platform Not A Product

The strategy was to bring two devices to market that would utilize the same app, one direct to consumer and one exclusively for our professional channel which would include full professional monitoring and compliance.

Defining Success

I created a "winning definition" to provide a vision for what success looks like. It was informed by the primary and secondary research conducted at the initial project phase. This was key to inspire, influence, and hold accountable the entire cross-functional team.

Mapping A Multi-User Journey

I mapped the user journey on top of the relevant technology systems to provide a holistic picture of how we would deliver the target experience.

User Testing

While responsible for the end-to-end experience, I was also the lead researcher on this project. I conducted & oversaw multiple rounds of usability testing both in-lab and in-field.

In-Field

Example from in-field observations of user pain points

Diary Study

I conducted a 2 week diary study to track the long-term experience pre-Beta

In-lab Usability

I conducted multiple rounds of in-lab usability research

App UX Design

As the project lead I was ultimately accountable for the holistic experience Normally this involved coaching and reviews to the primary UX designers on the project, however, when the workload spiked I would pickup any UX Design that needed more resourcing.