CONTEXT
New Business Development team @ Clair
Dec 2021 - Mar 2022
MY ROLE
User Research
Contextual Research, Wireframing,
Prototyping, UX Designer
TEAM
1 Project manager
2 User Researcher
2 UX Designers
TOOLS
Figma, MS Office, Notion
Using MyAir, customers can easily check the indoor and outdoor air quality real-time leveraging SAP Internet of Things and SAP Cloud Platform. MyAir provides data that suits cusotmer's needs real-time.
Leveraging SAP Internet of Things and SAP Cloud Platform, Clair provides data that monitors and controls air quality real-time. Using MyAir, customers can easily check the indoor and outdoor air quality real-time.
MyAir app brings connection between the 'Clair H' device with SAP Internet of Things and SAP Cloud Platform. The app guides customers with its intuitive step-by-step instructions to set up and install.
We applied Design Thinking methodology as the cornerstone of design process and integrated with contextual research as well as service design process. During the 'Explore' phase, we hosted Design Thinking workshop with cross-functional teams from Clair to address main challenge. After the workshop, everyone left with a prototype in mind: create a subscription business model for air purifiers. To meet with our target users, we conducted in-depth interview, contextual research and created end-to-end user flows that bring new service model to existing and prospective users
Setting up Business objective
The project kicked off with the 1:1 indepth interview with Clair employees. The initial interview helped designers better understand the company's current customer, their target customers. We delved deep into how the employees view what their current needs and problems are and understanding of business model. Engaging design thinking workshop with Clair employees from cross-functional teams clarified to define target user and come up with initial business model together.
Field research, Contextual research
During the field research, we met 7 Clair customers in their context to hear about their experience.
1) experience with Clair air purifier
2) how to cope with fine dust
3) experience with filter
4) experience with subscription services
Affinity Diagram
Collecting field research results of the 6 interviewees's filed notes, pictures, artifacts, designers and Clair employees gathered data and interpreted following affinity diagram.
Key Research Findings
We helped Clair to identify their target customers' opportunities and pain points by creating target user persona, user journey map leveraging affinity diagram. Clair focused on two primary users and clearly aligned on whom they are designing for and whose needs they need to address, and then defined their business statement.
User Personas
User Journey Maps
User Personas
User Journey Maps
"How Might We Design an IoT enabled Application that Monitors and Provides Personalized information for Easy and Effective Management?"
HYPOTHESIS
1. Users need guidance from solution experts to receive trust worthy information
2. Users are sensitive their own health as well as their children's health
3. Users want to see their air quality data as well as consumption data in order to maintain their device at their best capacity
Based on the research insights, we moved onto ideate the value proposition of our service. We decided to focus on four key features for our 1st version of MVP.
We sketched various service ideas on the whiteboards based on the value proposition. Using visual aid toolkits, we came up with initial service scenario.
We quickly sketched initial mobile screens based on the service concepts and conducted a feedback session with colleagues.
We used service ideas on the validate with colleagues and peers. From the feedback, we learned that users want more detailed indoor data which would require switch in the page page between outdoor/indoor data. Another insight was that users are not interested in consumption data of compared to other households.
Additionally, we learned the benefits of using a chatbot from sending notification to sorting information that helps users to look up quickly.
Based feedback from MVP 1 we came up with first round of MVP designs. We designed flow of the applications for the first time customers by imagining their first contact with the device and pairing up device with mobile phones. Subsequently followed by mobile application experience that is tailored to the customer's personal environment and settings. The application is information rich, personalised with each device and effective by providing real-time data report.
After creating 2 personas, we mapped out an end-to-end service blue print to imagine a holistic business scenario from different teams : Marketing, Sales, IT solution, R&D, App Dev, Customer Services. The service blueprint will offer a holistic and seamlessly elevated user experience from the application user's point of view.
After applying a color system of clean blue to represent clean air, we added brighter colors like green and orange as a contrast to make the UI more colorful and fun
