User Education and Adoption for $2.5M Worth of Dead Batteries
I designed holistic design solutions to encourage users of all ages to change their batteries to keep their homes safe and reduce Vivint’s piling service costs.
Role
Designer
Team size
6
Product type
Mobile, B2C
Timeline
6 months, 2024
Company
Vivint Home Security via Underbelly
Results
Problem definition, strategy and prototypes to test
Converting insights into UX strategy
Dead devices left homes vulnerable, costing the company $2.5M a year in servicing costs. At Vivint, my job was to design solutions that encouraged users of all ages to change their batteries to keep their homes safe and reduce service costs.
Edge cases like versioning, elder users, non-tech savvy users, and service flows like contractor visits were considered when I devised strategy.
We had the opportunity to met users through their devices (mobile app, control panel, IoT devices), mailboxes (flyers), and service visits.
I created a multi-pronged plan that gave users knowledge and control, reduced maintenance time and efforts, and instilled confidence that homes were protected. We promoted self-service, education, and transparency through the following changes.
Created maps showing how our experience addressed access points, problem nuances, and system feedback
Physical interventions to add to in-person or mailing for non-tech-savvy customers. I created a Device Battery List and Technician Checklist so they can check up on customer's system health while in the field.
Transparency: Displaying a high level view of their home system, showing battery levels and opportunities for self-maintenance. This provided a sense of control and navigation despite working with legacy constraints.
Progressive disclosure and reducing friction with relevant links, clear instructions, and immediate feedback
Navigation: Connecting all access points to the same user flows to reduce wayfinding confusion and implementation
Outcomes and Takeaways
Though the contract excluded implementation phase, I provided extensive documentation and realistic prototypes to illustrate our ideas. Even then, it would be useful to launch the product while measuring the annual servicing costs. I’d work with my User Researcher to dissect what worked and why, prepping for an annual iteration.
Crafting a multi-pronged approach taught me how to meet users at various touchpoints with the relevant information, giving just enough feedback and reward to progress new behaviors. The education, feedback, and habit formation aspects allowed me to use my service design and education knowledge in a way that enhanced user independence. This became the backbone of my product interests.