Installer Flow
Experience Design for Intuitive and Secure Bluetooth Lock Installation Flow
Date | March 2018 - June 2018 (2 Months)
Collaborator | Yutong Pan (1 Product Manager), Joe Wang (1 Scrum Master), London Oliver, Priyanka Sen, Dibyendu Das (3 Developers), Dennis (1 UI Contractor)
My Role | Product Owner (Workshop, Workflow, Wireframe, Prototype, Presentation, Delivery)
HIGHLIGHTS
Co-creation with scrum master to distill a burdensome interaction for a simple yet feasible workflow
Sole designer communicating and iterating with one scrum master and three developers to ship the design in two sprints
Background
Rently is promoting the new Bluetooth lock product, therefore needs a Bluetooth lock installation flow to help the transition.
CHALLENGE 01: the transition
Some properties have lockboxes, some have bluetooth locks, some are new client. There are different rules applied for installation from different initial stages.
SOLUTION:
If the property already had a lockbox connected, the system will remind the user to remove the lockbox at first stage, and un-assign the lockbox automatically.
If the property already had a lockbox connected, the system will continue to the bluetooth installation process.
REASON:
To prevent the user from confusing the system’s function, The existing lockbox needs to be unassigned before installing the bluetooth lock.
TROUBLE SHOOTING:
Don’t know how to remove the lockbox
>> we provide a video demonstration for removing the lockbox
The lockbox does not work with the code
>> the server might be done, or the lockbox has flaw, we give option of calling support directly
Remove Lockbox
system will detect the existing lockbox and remind the installer to remove the lockbox.
CHALLENGE 02: the Connection Flow
There is a messy connection in the flow between connecting the lock bluetooth, testing bluetooth unlock, testing code unlock, and assign the lock.
SOLUTION:
After the physical installation, the installer will test the Bluetooth unlock first, then test the code unlock.
REASON:
The pre-requisites of Bluetooth unlock are:
1. Download the E-key
2. Connect the devices' Bluetooth
The pre-requisites of code unlock are:
1. Sync time
2. The server is working
The first pre-requisite of Bluetooth unlock, downloading the E-key, can be accomplished when the user log-in to the app, therefore the Bluetooth unlock feature can perform without constraint. By connecting the Bluetooth first, the mobile can automatically 1. recognize the lock 2. sync the lock's time and prepare it for the following code unlock testing.
Additionally, as soon as the Bluetooth testing is done, the installer can select a label for the lock location without the trouble of thinking and typing. The system can auto-assign the lock to the property. Therefore save the property managers' trouble to assigning manually afterward.
TROUBLE SHOOTING:
Bluetooth unlock
Forget to turn on device bluetooth
>> shortcut to turn on bluetooth without leaving the app
E-key is not downloaded
>> download E-key
Repeated time out
>> uninstall the lock and contact support
Physical lock function
Missed the left/right direction
>> Remind correct bolt facing direction
Others
>> Video for installation demonstration
>> Contact support directly
Assigning lock
Wrong address
>> new address selection interface
Code unlock
Lock does not respond
>> remind to lock the lock
>> sync time again
Sync time time out
>> un-assign the lock and contact support
Bluetooth Unlock
After the physical installation, the installer will choose the property address and assign bluetooth lock:
1. connect the bluetooth
2. unlock
3. check if the lock functions properly
then, the installer can confirm the assignment:
1. confirm address
2. name the lock by multiple choices
Code Unlock
The second step is to test the code unlock, the steps are simple as 123:
1. input the code to the lock
2. confirm the lock works
2. done
after testing successfully, the system will automatically assign the lock to the property, and mark the lock is done in the profile progress.
CHALLENGE 03: the screens
After usability test with the technology specialists, I realize the special request of reducing the baby steps.
• SOLUTION
1. Less screens/taps
2. No extra function
• Example
Unassign Lockbox
version 01 -> 02: (-) tap to get code
The system will automatically generate unlock code.
version 02 -> 03: (-) get a new code
Due to the specialty of the Bluetooth Lock, generating a new code will not help to unlock the lockbox. If the first code doesn’t work, the user should be directed to the troubleshooting page.
Improvement 01: the access
The fact about temporally contracted installers and bluetooth locks.
In most cases, Property Managers outsource the installer and sign security contracts with them. Therefore, we need to provide these first-time installer a clear and easy way to test and fix the lock functions with limited access.
• User Analysis
Direct User | Installer: People hired for installing the Bluetooth lock. The installers may be not so familiar with digital technologies.
We simplify the registration by only asking for installers’ phone numbers, and generating tickets for login.
We simplify the processes in wizard pages.
Secondary User | Property Manager: People who hire and manage people to install the locks.
PM will register and invite the installers.
PM will deactivate the installers’ accounts.
• THE FLOW
Improvement 02: the wording
When the text is limited, it is important to triple check each word.
• Principle
No scary messages (No message such as “bad lock“, “Error“)
Consistency (“Confirm“, “Yes“ and “No“, the wordings need to be consistent)
Conversational (Use “you” and ask direct questions)
Clear (use “mark as complete“ than “mark work completed“ )
• Example
the workFlow
THE PROTOTYPE
INSTALLER FLOW
1. Access
2. assign
3. (unassign lockbox)
4. bluetooth unlock
5. confirm address and type
6. code unlock
7. assigned to the property
MY REFLECTION
1/ About Design Process
Iteration is a state of design. In this rapid design environment, I will be constantly iterate on designs based on feedback from all directions. Sometimes the design isn't the most exciting creative work but a rapid repetitive work that requires rigorous logic and attention to details. Sometimes the design is about to untangle the strings and solve a puzzle. And the logical game is the core fun with user experience design.
Standing in users' shoes is harder than it sounds. The users are always reasonable in one way or another. If they do not understand the purpose I am trying to deliver, it might because things are blocking them from enjoying the intended purpose, and I should investigate this issue.
2/ About Working in A Cross-Disciplinary team
The developers and designers may speak two very different languages, but most importantly is that we all want the product to work well. I realized, sometimes, what matters is not the answer, but the way of asking questions. For example, a "no" to "Can you do this" isn't the end of the conversation, but the start of the conversation. "Why" and "What-if" is more important than the answer no. At the same time, being aware of everyone's agenda is a good idea. People have very different ways of working and different tasks on hand, so be respectful and schedule a time to talk about possibilities is more effective than solving the concerns right way. Product managers get requests from all different directions like sales, customer service, and strategic plan, and it is vital to understand the product managers' core request right way. Sometimes it is the speed, sometimes it is the attitude, and sometimes it is the quality, etc.
Complete Feature Document
ACKNOWLEDGEMENT
Heartfelt thanks to Rently Design Folks for mentoring me and supporting me throughout this project and the 6-month internship. Especially many thanks to the product manager Jared East and CTO Clark Li for giving the opportunities to take essential part of the work and practice, and especially so many thinks to my mentor and product manager Yutong Pan for her warm and fuzzy professional and personal mentorship. Also, I want to thank fellow designers Cissy Tang, Dustin Depenning Sean Watterson and Simon Szeto, and developers Joe Wang, London Oliver, Priyanka Sen, Dibyendu Das, Ying Xing, Da Lu, Vincent Chen for generously providing insightful feedback and support on my work at Rently.
Thank You For Reading!
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