My Role: User Researcher and Strategic Designer
Project Duration: Four Months (2019)
Methods: Cognitive Walkthrough, Contextual Inquiry, Kano Model Questionnaire and Analysis, Competitive Analysis, Thematic Analysis, Experience Mapping
Output: Findings and Recommendations Report
Synopsis: Balance was approached by a company with a desire to enter the smart home/IoT space. As a plumbing company, the product they were interested in entering with was a smart water monitoring system. In order to understand the experience of an IoT homeowner, I was made the project lead to help map the user experience between eight stages in the customer journey: trigger, research, purchase, estimation, installation, setup, usage and maintenance. The final output was a list of 13 prioritized recommendations for the digital and industrial product.