Accelerating efficiency for installers
My role UX Designer
Activities User research, wireframing, usability testing, error-handling, training material
Client Grundfos
Sector Professional services
Duration 4 months
Challenge
Unbalanced radiator and underfloor heating systems in domestic houses do not supply enough heating for each room in the house. Due to this common problem and increasingly strict energy regulations in many countries, a hydronic balancing solution targeted at installers fills a clear market need.
The GO Balance app is the first-ever mobile platform for conducting hydronic balancing. It helps installers save valuable time, provides heating energy savings for homeowners, and generates official documentation for both users.
Being the app a success among installers, engineers had developed a new algorithm that would allow the balancing of underfloor heating systems, which implied the need to expand the app.
Outcome
I joined the GO Balance app team to guide UX research, specifications and design decisions in the incorporation of simple balancing procedures for both underfloor heating and combined systems (radiator and underfloor heating) into the existing iOS and Android app.
Process
Initial research
To begin with, I became familiar with the radiator version of the app by balancing radiator systems myself and following installers doing it. I also took the opportunity to speak with installers and understand their daily work: the apps they use, how they use them and how they went about balancing heating systems without a digital solution.
Wireframes and user flows
I collaborated closely with the engineering team to extract the necessary technical knowledge and translate functional requirements into user flows and wireframes grounded on the users’ context. The key here was to design, review and iterate until arriving at a smooth process for the installer to proceed in the most efficient manner.
Collaboration with visual designers
As the wireframes were coming along, I collaborated closely with digital designers as they developed new visual representations for the app. This way, I ensured a well-balanced compromise between the contextual recognition of the illustrations and the simple and schematic style of the app.
This was an iterative process, where I also involved installers in order to get their input regarding the illustrations recognition. Their input proved to be of significant value for simplifying very complex representations while still keeping them clearly recognisable.
As soon as visual design was ready, I produced high-fidelity user flows communicating all possible journeys covered by the app. These were key in fostering the collaboration with software developers and implementing the designs both in iOS and Android.
Iterative usability testing
As the app was getting on track, we conducted a great amount of usability tests in all kinds of houses to cover all possible scenarios within market relevant regions (Denmark and Germany). This allowed us to trace certain unforeseen issues and bugs that we were able to tackle before the launch.
We identified small usability issues that were easily handled by developers, and also collected insights for future versions of the app. On the other hand, we spotted bigger issues that led to the restructuring of some flows and thus, the algorithm behind the application.
Error-handling
In the last stages of the process, I worked closely with developers and engineers to minimize, handle and present errors in the app in a user-centric manner.
This phase involved a lot of internal testing towards developing a robust algorithm and ultimately, offering the users low-effort and friendly ways to help them get back on track after an error occurred.
Training material and webinars
Before the launch of the new app, I was involved in the production of training material for sales and service personnel at Grundfos. Together with business developers and application specialists I produced training modules and contributed in presenting the solution in live webinars.
I also assisted the Marketing department at Grundfos in distilling key content to include in communication material like brochures or banners, but also storyboarding for videos. This promotional material was used at ISH, the world’s leading trade fair focusing on the responsible management of water and energy in buildings, where the solution was presented in 2017.
Impact
The upgraded version of the app was launched on July 2016, ready for the heating season. Together with the circulator pump ALPHA 3 and a bluetooth dongle, the GO Balance app was awarded a Danish Design Award in the category Save money on 2017.
Along with the increase of the ALPHA 3 circulator pumps sales, the digital solution also leads Grundfos to strengthen its relations to installers, and ultimately, to improve their market positioning, given installers’ very influential decision power when deciding which pump brand and type to choose.
Reflections and takeaways
When not working on a product from scratch, taking the time to go through the end-to-end experience of the original product is key to try to understand the thinking and research that went into its creation, how it works, and the intention behind each decision
The incorporation of simple and relatable illustrations in complex instructional flows and applications greatly facilitates users’ understanding and ultimately, an intuitive and engaging user experience
The involvement and collaboration with different business units becomes crucial for the project to move forward in the right direction and to ensure the success and adoption of the ultimate offering
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