SEP ’18 – FEB ’19 | individual work | internship | Afdeling Buitengewone Zaken
Openr produces intercom systems that allow users to use their smartphone to open doors for themselves or guests. Openr was using a web application, but they were working on a native app. This would accommodate for video calling, which they learned is important for residential users. My task was to explore needs of residential users and design the user experience of the application accordingly.
Project Highlights
- Insights into needs of new residential user group
- Long term usability test with low-tech users
- UX design of native app including onboarding
The research I conducted, consisted of two phases. Research started with getting to know the company and it’s product, as well as the potential new customers. I looked at existing customer journeys and designs, interviewed customer support and visited locations that used the video doorbell. For the first phase I found 8 people who welcomed me into their home to talk about their current intercom and the way they access their house. As a conversation starter I designed different small tasks for participants that we’d discuss. Next to these tasks I asked them to show me how they would enter their building and home, giving me opportunity to see product interactions they had and specific obstacles they encountered.
After getting a general idea of residential user’s needs, I performed a more long-term usability study, where 3 participants used an Openr test app (designed by me and programmed by my company’s developer). It was a role-playing exercise where I would call them at various moments over 3 weeks, pretending to be at their door. I would change around things like time, expected vs unexpected calls, and the person calling (I’d have a colleague call them instead of myself) to play out different scenarios of use. After they ‘let me in’ (or didn’t) I had a phone call with them to discuss their experience with the app.
Insights from the usability study showed that users had trouble getting used to the application, but found it easy to use after some weeks. I designed the final version of the UX with a thorough onboarding for new users. Throughout the project I communicated my insights and ideas with colleagues through presentations and wireframes I developed.
Images by Afdeling Buitengewone Zaken
