I was the main designer for part of the project in March. Ideating early concepts, bringing the design to pre-design token readiness (90% preparedness), and presenting to the design team.
When a user logs into the current system they are directed toward their profile settings. The information often provided in this screen fails to provide Customers with what they need to know in order to make a decision quickly. This has resulted in frustrations as user stories have indicated. A sample of what customers have told ZOLEO
Customers struggled to find how, where, and when to pay their bills
Customers struggled the how and where to add contacts
Customers were frustrated with the general dashboard functionality.
Before
After
The redesign of the Dashboard screen serves as a better match to the Customer's mental model of evaluating the options to reduce cognitive load at the moment of loading. This new dashboard will also allow ZOLEO to unlock and support future expansions and modifications if priorities might change when a new set of research has been gathered after the release of the new product.
New dashboard
Familiarity, uniformity, and consistency across all different web formats when using the ZOLEO app.
We achieved this by reusing previously designed components that users were introduced to during their activation process. It allows users to stay familiar with the separate processes as well as allows ZOLEO to keep uniformity across all platforms.
The components are now flexible from within the CMS and let ZOLEO shift and shuffle the different processes whenever it is needed without needing to completely redesign the entire system. Below is a sample of those components.
Ideating the new dashboard
My challenge was twofold. One was the time constraints as the finalized UI was due at the end of March and the other was how do we reuse what is already existing to keep familiarity for this. I performed a series of competitive analyses by looking at direct and indirect competition and ultimately settled on a form that Verizon employs.
I also had to keep in mind that ZOLEO users will have multiple devices (up to 15% of the customer base has 5 or more devices) so when designing that I looked at ways to introduce that.
However, due to limitations with the current software, it is not possible to have the status of a device actively displayed per card. It would also introduce additional development time and due to the time constraints we opted to go with the version above that would indicate
{#} active devices
{#} paused devices
This concept will most likely be implemented in the version 2 release of the redesign as usability tests showed that this version is the best visual representation of the devices that a Customer could have and have a clear searchable function.
Ideating the new dashboard
With the redesign, Customers more quickly understood the dashboard and their available functions. This combined with a redesigned strong navigation system the users, in general, felt more comfortable when they compared their experience with the old version.
