New End-to-End Customer Experience
New End-to-End Customer Experience
New End-to-End Customer Experience
02
RESPONSIBILITIES
UX RESEARCH
UX RESEARCH
UX DESIGN
UX DESIGN
Video Editing
UX DESIGN
UX DESIGN
DELIVERABLES
Concept Video
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OVERVIEW
Designing the North Star Vision for a New End-to-End Customer Experience
Designing the North Star Vision for a New End-to-End Customer Experience
Designing the North Star Vision for a New End-to-End Customer Experience
As a UX Design Intern at Motorola Solution’s service design department, I was tasked with defining the North Star vision of the end-to-end customer experience for the TLK-25 product line—a wearable communications device designed for the hospitality industry. The final output was a comprehensive video showing the full experience. Due to NDA, I cannot display the final concept video.
As a UX Design Intern at Motorola Solution’s service design department, I was tasked with defining the North Star vision of the end-to-end customer experience for the TLK-25 product line—a wearable communications device designed for the hospitality industry. The final output was a comprehensive video showing the full experience. Due to NDA, I cannot display the final concept video.
As a UX Design Intern at Motorola Solution’s service design department, I was tasked with defining the North Star vision of the end-to-end customer experience for the TLK-25 product line—a wearable communications device designed for the hospitality industry. The final output was a comprehensive video showing the full experience. Due to NDA, I cannot display the final concept video.
demo video
ABOUT
Motorola Solutions powers critical communications
Motorola Solutions powers critical communications
Motorola Solutions powers critical communications
As a global leader in mission-critical communications and enterprise software, Motorola Solutions supports millions of users across public safety, manufacturing, hospitality, and more. From two-way radios to advanced software platforms, our solutions enable teams to stay connected and informed.
As a global leader in mission-critical communications and enterprise software, Motorola Solutions supports millions of users across public safety, manufacturing, hospitality, and more. From two-way radios to advanced software platforms, our solutions enable teams to stay connected and informed.
As a global leader in mission-critical communications and enterprise software, Motorola Solutions supports millions of users across public safety, manufacturing, hospitality, and more. From two-way radios to advanced software platforms, our solutions enable teams to stay connected and informed.
Pitt-Kits | In-classroom support
Pitt-Kits | In-classroom support
Pitt-Kits | In-classroom support
Micropipetting Protocol Video | Supplementary Guide
Micropipetting Protocol Video | Supplementary Guide
Micropipetting Protocol Video | Supplementary Guide
Timeline
2022 May-2022 September
Timeline
2022 May-2022 September
Timeline
2022 May-2022 September
PROJECT DETAILS
Motorola Solutions' provisioning portal allows users to set up devices by adding them to talk groups or group chats. While the system was mainly used by dealers with expert experience, it became clear that without dealer's help, customers will struggle to navigate the portal effectively on their own.
With the new TLK-25 product line, addressing this challenge is critical to empowering customers, improving their experience, and reducing inefficiencies for both users and dealers.
Why start with micropipette?
THE CHALLENGE
Among the 4 stages of customer experience, I primarily focused on the configuration the experience.
Among the 4 stages of customer experience, I primarily focused on the configuration the experience.
Among the 4 stages of customer experience, I primarily focused on the configuration the experience.
THE PROBLEM
Uncertainty about where to start in the provisioning portal, but not following an optimal setup sequence can lead to additional manual work.
Uncertainty about where to start in the provisioning portal, but not following an optimal setup sequence can lead to additional manual work.
Uncertainty about where to start in the provisioning portal, but not following an optimal setup sequence can lead to additional manual work.
Currently, actions in the portal are not presented in a clear, linear sequence, which can lead to users skipping steps or configuring devices in the wrong order. This misalignment forces users to go back and redo tasks, increasing the likelihood of errors and wasted effort. As organizations grow larger and their setups become more complex, minimizing repetitive manual work becomes critical to ensuring efficient and error-free configurations.
Currently, actions in the portal are not presented in a clear, linear sequence, which can lead to users skipping steps or configuring devices in the wrong order. This misalignment forces users to go back and redo tasks, increasing the likelihood of errors and wasted effort. As organizations grow larger and their setups become more complex, minimizing repetitive manual work becomes critical to ensuring efficient and error-free configurations.
Currently, actions in the portal are not presented in a clear, linear sequence, which can lead to users skipping steps or configuring devices in the wrong order. This misalignment forces users to go back and redo tasks, increasing the likelihood of errors and wasted effort. As organizations grow larger and their setups become more complex, minimizing repetitive manual work becomes critical to ensuring efficient and error-free configurations.
Academic Research
Effective learning methods for students with learning disabilities.
Expert Interview
The problem with traditional learning method for lab experiment.
Contextual Inquiry
First-hand observation of student's experience with lab experiments.
Different students find different modes of instruction useful, and the preferred mode may be dependent on experience
???
Following the experiment video required students to switch attention back and forth between multiple areas during steps.
Most errors occurred from forgetting steps or improper use of the equipment.
Immediate feedback is crucial to error reduction and learning.
Academic Research
Effective learning methods for students with learning disabilities.
Expert Interview
The problem with traditional learning method for lab experiment.
Contextual Inquiry
First-hand observation of student's experience with lab experiments.
Different students find different modes of instruction useful, and the preferred mode may be dependent on experience
???
Following the experiment video required students to switch attention back and forth between multiple areas during steps.
Most errors occurred from forgetting steps or improper use of the equipment.
Immediate feedback is crucial to error reduction and learning.
Academic Research
Effective learning methods for students with learning disabilities.
Expert Interview
The problem with traditional learning method for lab experiment.
Contextual Inquiry
First-hand observation of student's experience with lab experiments.
Different students find different modes of instruction useful, and the preferred mode may be dependent on experience
???
Following the experiment video required students to switch attention back and forth between multiple areas during steps.
Most errors occurred from forgetting steps or improper use of the equipment.
Immediate feedback is crucial to error reduction and learning.
Based on these research insights, we proposed the following features to make the virtual lab experience more accessible:
Multimodal instructions: Offer multimodal instruction combining video, text, and narration to accommodate varying learning preferences.
Streamlined Interactions: Minimize task-switching by integrating instructions and immediate feedback directly into the workflow to guide user focus.
Open and Observable Environment: Create a shared, open environment where peers can observe each other’s progress, enabling body doubling while maintaining an immersive and realistic practice experience.
Based on these research insights, we proposed the following features to make the virtual lab experience more accessible:
Multimodal instructions: Offer multimodal instruction combining video, text, and narration to accommodate varying learning preferences.
Streamlined Interactions: Minimize task-switching by integrating instructions and immediate feedback directly into the workflow to guide user focus.
Open and Observable Environment: Create a shared, open environment where peers can observe each other’s progress, enabling body doubling while maintaining an immersive and realistic practice experience.
Based on these research insights, we proposed the following features to make the virtual lab experience more accessible:
Multimodal instructions: Offer multimodal instruction combining video, text, and narration to accommodate varying learning preferences.
Streamlined Interactions: Minimize task-switching by integrating instructions and immediate feedback directly into the workflow to guide user focus.
Open and Observable Environment: Create a shared, open environment where peers can observe each other’s progress, enabling body doubling while maintaining an immersive and realistic practice experience.
PROPOSED SOLUTIONS
Identified key touchpoints to streamline the device management experience
Identified key touchpoints to streamline the device management experience
Identified key touchpoints to streamline the device management experience
These touchpoints focused on eliminating uncertainty, minimizing manual effort, and guiding users through an efficient device setup process.
These touchpoints focused on eliminating uncertainty, minimizing manual effort, and guiding users through an efficient device setup process.
These touchpoints focused on eliminating uncertainty, minimizing manual effort, and guiding users through an efficient device setup process.
Leap Motion
shareable, portable, & cost-effective, precise, open space
lack haptic feedback
Physical Interactive gadget
haptic feedback, shareable
expensive, not adaptable
VR
immersive
isolating, expensive
Wall Projection
open space, collaboration
expensive, hard to set up
Leap Motion Sensor
Leap Motion Sensor
Leap Motion
shareable, portable, & cost-effective, precise, open space
lack haptic feedback
Physical Interactive gadget
haptic feedback, shareable
expensive, not adaptable
VR
immersive
isolating, expensive
Wall Projection
open space, collaboration
expensive, hard to set up
Leap Motion
shareable, portable, & cost-effective, precise, open space
lack haptic feedback
Physical Interactive gadget
haptic feedback, shareable
expensive, not adaptable
VR
immersive
isolating, expensive
Wall Projection
open space, collaboration
expensive, hard to set up
From passive watching to hands-on practice
Effectively transfer conceptual learning from digital to real micropipette.
Effectively transfer conceptual learning from digital to real micropipette.
Effectively transfer conceptual learning from digital to real micropipette.
What it is like to use a real micropipette?
What it is like to use a real micropipette?
What it is like to use a real micropipette?
Small, precise movements based on tactile feedback
Operating a real micropipette relies on small, precise thumb movements, with tactile feedback distinguishing the first and second stops.
Small, precise movements based on tactile feedback
Operating a real micropipette relies on small, precise thumb movements, with tactile feedback distinguishing the first and second stops.
Small, precise movements based on tactile feedback
Operating a real micropipette relies on small, precise thumb movements, with tactile feedback distinguishing the first and second stops.
Pressed
Released
Second Stop
First Stop
The first stop expels enough air from the pipette for an accurate measurement in the next step.
Release the plunger draws up the accurate measurement amount of liquid.
The second stop is meant to expel excess liquid from the tip.
1
Release
2
3
Moving from real to digital interaction in low fidelity
Moving from real to digital interaction in low fidelity
Moving from real to digital interaction in low fidelity
We used Wizard of Oz techniques to communicates the effects of hand gestures our participants would make with a figma prototype.
We used Wizard of Oz techniques to communicates the effects of hand gestures our participants would make with a figma prototype.
We used Wizard of Oz techniques to communicates the effects of hand gestures our participants would make with a figma prototype.
Low-Fi Testing Setting
Low-Fi Testing Setting
Low-Fi Testing Setting
Low-Fi Prototype
Low-Fi Prototype
Low-Fi Prototype
Issues with translating it to a digital environment
Issues with translating it to a digital environment
Issues with translating it to a digital environment
However, in a digital environment, the absence of physical feedback presents a challenge. The only observable differentiator becomes the distance the plunger moves, which is subtle and easily overlooked if the interaction mirrors real-world gestures, which would cause users to get confused about the difference between the two different stops.
However, in a digital environment, the absence of physical feedback presents a challenge. The only observable differentiator becomes the distance the plunger moves, which is subtle and easily overlooked if the interaction mirrors real-world gestures, which would cause users to get confused about the difference between the two different stops.
However, in a digital environment, the absence of physical feedback presents a challenge. The only observable differentiator becomes the distance the plunger moves, which is subtle and easily overlooked if the interaction mirrors real-world gestures, which would cause users to get confused about the difference between the two different stops.
How did early user testing revealed this issue?
Our Approach
Make it bigger to make it clear:
Using larger motions to better distinguish between stops
Make it bigger to make it clear:
Using larger motions to better distinguish between stops
Make it bigger to make it clear:
Using larger motions to better distinguish between stops
We decided to prioritize the conceptual understanding of what first stop and second stop does rather than replicating the exact gesture of operating micropipette. Exaggerating the motions needed to reach the first and second stops helps with understanding. Below is an exploration of potential gestures to use:
We decided to prioritize the conceptual understanding of what first stop and second stop does rather than replicating the exact gesture of operating micropipette. Exaggerating the motions needed to reach the first and second stops helps with understanding. Below is an exploration of potential gestures to use:
We decided to prioritize the conceptual understanding of what first stop and second stop does rather than replicating the exact gesture of operating micropipette. Exaggerating the motions needed to reach the first and second stops helps with understanding. Below is an exploration of potential gestures to use:
Key Motion 1: Pressing
Key Motion 2: Turning
Enhancing Clarity: Using Sensory Compensation to Supplement Tactile Feedback
Enhancing Clarity: Using Sensory Compensation to Supplement Tactile Feedback
Enhancing Clarity: Using Sensory Compensation to Supplement Tactile Feedback
Virtual learning system gives visual and auditory feedback cues to signal when the user has reached the first stop. This approach encourages users to internalize the tactile equivalents, building a conceptual understanding through interaction.
Virtual learning system gives visual and auditory feedback cues to signal when the user has reached the first stop. This approach encourages users to internalize the tactile equivalents, building a conceptual understanding through interaction.
Virtual learning system gives visual and auditory feedback cues to signal when the user has reached the first stop. This approach encourages users to internalize the tactile equivalents, building a conceptual understanding through interaction.
Mid-Fi Pressing Interaction Prototype
Mid-Fi Pressing Interaction Prototype
Mid-Fi Pressing Interaction Prototype
Mid-Fi User Testing
Mid-Fi User Testing
Mid-Fi User Testing
“There’s a little bit of hesitation before you reach the first stop [but] I wouldn’t say I feel [the pressure] at this point..."
Through Mid-fidelity user testing, we verified that bigger motion combined with audio-visual feedback are effective, but should be further exaggerated for beginner users.
Through Mid-fidelity user testing, we verified that bigger motion combined with audio-visual feedback are effective, but should be further exaggerated for beginner users.
Through Mid-fidelity user testing, we verified that bigger motion combined with audio-visual feedback are effective, but should be further exaggerated for beginner users.
Working on this project taught me the importance of zooming in and out during the design process. While my primary responsibility was to define a high-level, end-to-end customer experience that was intuitive and user-friendly, I often needed to zoom in on smaller details to ensure the vision was grounded in practical, actionable solutions.
This reminded me that every design decision—no matter how small—is like a piece of a jigsaw puzzle that contributes to the overall user experience.
Working on this project taught me the importance of zooming in and out during the design process. While my primary responsibility was to define a high-level, end-to-end customer experience that was intuitive and user-friendly, I often needed to zoom in on smaller details to ensure the vision was grounded in practical, actionable solutions.
This reminded me that every design decision—no matter how small—is like a piece of a jigsaw puzzle that contributes to the overall user experience.
Working on this project taught me the importance of zooming in and out during the design process. While my primary responsibility was to define a high-level, end-to-end customer experience that was intuitive and user-friendly, I often needed to zoom in on smaller details to ensure the vision was grounded in practical, actionable solutions.
This reminded me that every design decision—no matter how small—is like a piece of a jigsaw puzzle that contributes to the overall user experience.
Hi-Fi Prototype Turning Knob Interaction
Hi-Fi Prototype Turning Knob Interaction
Hi-Fi Prototype Turning Knob Interaction
First Stop
Second Stop
Released
“Easy to press down”
“Harder to press down”
Physics-based UI
Physics-based UI
Physics-based UI
My takeaways
Balancing the Bigger Picture with the Details
Balancing the Bigger Picture with the Details
Balancing the Bigger Picture with the Details
Before…
Before…
Before…
Proposed Feature:
Proposed Feature:
Proposed Feature:
Superior accessibility, affordability, and gesture transferability compared to competitors
Superior accessibility, affordability, and gesture transferability compared to competitors
Superior accessibility, affordability, and gesture transferability compared to competitors
price
immersion
accessibility
concept learning
engagement
hands-on practice
Motion Lab
price
immersion
accessibility
concept learning
engagement
hands-on practice
price
immersion
accessibility
concept learning
engagement
hands-on practice
Labster
price
immersion
accessibility
concept learning
engagement
hands-on practice
Gizmos
price
immersion
accessibility
concept learning
engagement
hands-on practice
HoloLab Champions
price
immersion
accessibility
concept learning
engagement
hands-on practice
AR Science Lab
Final User Testing Result: Successful concept transfer and memory reinforcement through gestures
Final User Testing Result: Successful concept transfer and memory reinforcement through gestures
Final User Testing Result: Successful concept transfer and memory reinforcement through gestures
Users successfully transfer conceptual learning from digital to real micropipette.
Users utilize gestural learning to help them remember experiment steps.
Users successfully transfer conceptual learning from digital to real micropipette.
Users utilize gestural learning to help them remember experiment steps.
Users would benefit from better communication of realistic interaction.
For hi-fi user testing, we wanted to make an effort to recruit students who had LDs in order to assess the target audiences' needs. To do this, we created a functional needs survey that asked users whether they identified with common needs that are present in students with LDs, such as ADHD and dyslexia.
We were able to test 5 college students, 2 of which self-reported as having light ADHD/executive dysfunction, and 3 students who scored above average on the survey. None of our users had previous experience with micropipetting.
For hi-fi user testing, we wanted to make an effort to recruit students who had LDs in order to assess the target audiences' needs. To do this, we created a functional needs survey that asked users whether they identified with common needs that are present in students with LDs, such as ADHD and dyslexia.
We were able to test 5 college students, 2 of which self-reported as having light ADHD/executive dysfunction, and 3 students who scored above average on the survey. None of our users had previous experience with micropipetting.
Reflection
This project taught me the importance of bridging the senses—finding ways to connect tactile, visual, and auditory cues to help users build fluency and confidence in their learning. It was a delicate balancing price, conceptual understanding, and motion precision, but it was rewarding to see how these elements came together to create a seamless connection between digital learning and real-world practice.
This project taught me the importance of bridging the senses—finding ways to connect tactile, visual, and auditory cues to help users build fluency and confidence in their learning. It was a delicate balancing price, conceptual understanding, and motion precision, but it was rewarding to see how these elements came together to create a seamless connection between digital learning and real-world practice.