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

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.

Trailer 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.

This is what longboard dancing looks like. Dancers usually post-edit music or listen to music while they dance.

Here’s what Jambo sounds like. The rider’s dancing style is captured by the board and transformed into sound.

PROJECT DETAILS

Timeline

2022 May-2022 September

Timeline

2022 May-2022 September

Timeline

2022 May-2022 September

Team

Project Manager: Jinzhou Wan

UX Designer: Belfug Sener

System Engineer: Sebastian Sanchez

Team

Project Manager: Jinzhou Wan

UX Designer: Belfug Sener

System Engineer: Sebastian Sanchez

Team

Project Manager: Jinzhou Wan

UX Designer: Belfug Sener

System Engineer: Sebastian Sanchez

Sample sound

Pitch bend

tempo

Sample sound

Pitch bend

tempo

My Role

User Experience Design Intern

My Role

User Experience Design Intern

My Role

User Experience Design Intern

Force-sensitive resistor: sandwich the Velostat between two squares of copper tape.

Drum Pad: based on which part of the board is pressed, different samples will play.

Sample sound

Velostat

copper tape

copper tape

Force-sensitive resistor: sandwich the Velostat between two squares of copper tape.

Drum Pad: based on which part of the board is pressed, different samples will play.

Sample sound

Velostat

copper tape

copper tape

Force-sensitive resistor: sandwich the Velostat between two squares of copper tape.

Drum Pad: based on which part of the board is pressed, different samples will play.

Sample sound

Velostat

copper tape

copper tape

THE CHALLENGE

Shifting from Dealer-Dependent to Customer-Empowered: Redefining TLK-25 Device Management

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.

User Background

User Background

Medium (Jambo)

Medium (Jambo)

Experience

Experience

Music Driven By

Emphasis on Dancing

Music Driven By

Emphasis on Dancing

Brings new perspective to

Music Production

Brings new perspective to

Music Production

Music Driven By

Emphasis on Musicianship

Music Driven By

Emphasis on Musicianship

Brings new perspective to

Longboard Dancing

Brings new perspective to

Longboard Dancing

THE PROBLEM

  1. Uncertainty about where to start in the provisioning portal, but not following an optimal setup sequence can lead to additional manual work.

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.

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.

Additional micro adjustments & customization within Max/msp

potential for generative sound synthesis & effect

Gather data of dancer’s movements using Arduino

feet position, wheel speed, and board tilt

Map value to MIDI Control in Ableton Live

to sample sound, tempo, and pitch

My takeaways

Balancing the Bigger Picture with the Details

Balancing the Bigger Picture with the Details

Balancing the Bigger Picture with the Details

layout

Jambo 1.0

Jambo 2.0

triggering multiple sensors all the time

clearance at the center avoids accidentally triggering sounds.

shape & size


the shape and size of the new sensor pad resemble a foot, which is more ergonomic for dancers.

Jambo 1.0

Jambo 2.0

when the dancer is simply pushing forward, the front foot stays near the center. This new layout makes music interaction more intentional.

fabrication

old sensors are unpredictable and too sensitive. we added more elastic material as a cushion in-between. New sensors are more reliable, stable, and durable.

Adhesive Foam Tape

FSR-touch sensor

silicone grid sheet

acrylic sheet

Before…

Before…

Before…

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.

background beats


setting a rhythmic background

switch between multiple sets of samples

one-step

mix & switch

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.

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.

54 mm

32 mm

My takeaways

Proposed Feature:

Proposed Feature:

Proposed Feature: