New End-to-End Customer Experience
New End-to-End Customer Experience
New End-to-End Customer Experience
04
RESPONSIBILITIES
UX RESEARCH
UX RESEARCH
UX DESIGN
UX DESIGN
Video Editing
UX DESIGN
UX DESIGN
DELIVERABLES
Concept Video
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.
concept video
ABOUT
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.
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.
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.
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.
Lack of emotional support and shared understanding during antenatal anxiety
Only the mother can feel the baby’s movements
Only the mother can feel the baby’s movements
Lack of emotional support and shared understanding during antenatal anxiety
Only the mother can feel the baby’s movements
Only the mother can feel the baby’s movements
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
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.
Timeline
2022 May-2022 September
Timeline
2022 May-2022 September
Timeline
2022 May-2022 September
PROPOSED SOLUTIONS
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.
My takeaways
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.
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.
From passive watching to hands-on practice
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.
