User Settings

Inventory

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Today

Today

Today

Existing Wave products are configured via Wave PTX Portal

Existing Wave products are configured via Wave PTX Portal

Existing Wave products are configured via Wave PTX Portal

Learn More

Learn More

Learn More

TLK 25

TLK 25

TLK 25

TLK 25 with Voice Assistant is launched in July 2023

TLK 25 with Voice Assistant is launched in July 2023

TLK 25 with Voice Assistant is launched in July 2023

Learn more

Learn more

Learn more

B2C E-Commerce

B2C E-Commerce

B2C E-Commerce

MSI aims to sell TLK25 directly to end customers for the first time

MSI aims to sell TLK25 directly to end customers for the first time

MSI aims to sell TLK25 directly to end customers for the first time

Visit Shop

Visit Shop

Visit Shop

Design Direction

UX team defines the design direction and ideal user journey to guide the stakeholders for User Story Mapping sessions

UX team defines the design direction and ideal user journey to guide the stakeholders for User Story Mapping sessions


Iteration

After the alignment on design direction, UX team works on concept generation and evaluates ideas for the best solution

User Behavior Specification

The final design is documented as ready for development on Figma and shared with stakeholders


The final design is documented as ready for development on Figma and shared with stakeholders

Sarah

Small Business Owner
Chez Ami Restaurant
Direct Customer

She owns a small restaurant with 8 staff members.


Needs: All she needs is a wearable device for seamless communication. She is not an expert on radios and needs guidance while setting up new devices for her team

Small Business Owner
Chez Ami Restaurant
Direct Customer

She owns a small restaurant with 8 staff members.

Needs: She is not an expert on radios and needs guidance while setting up new devices for her team

Small Business Owner
Chez Ami Restaurant
Direct Customer

She owns a small restaurant with 8 staff members.

Needs: All she needs is a wearable device for seamless communication. She is not an expert on radios and needs guidance while setting up new devices for her team

John

IT Technician
Radio One
Sales Partner

Tesla is one of the Radio One's customer and purchased 50 new devices

Needs: Configure the devices based on Tesla's specific needs such as WiFi settings, Talkgroup settings and roles

3 Customer Sessions

by UX Team

UX team attended CTP sessions with dealers to receive feedback on the preliminary design


04 23' Radio One, National Orders

05 23' Golden State

3 Customer Sessions

by UX Team

UX team attended CTP sessions with dealers to receive feedback on the preliminary design


04 23' Radio One, National Orders

05 23' Golden State

1 Heuristic Evaluation

by Research Team

Human Factors and Research team evaluated app design and provided a Heuristic Evaluation Report


06 23'

14 Usability Testings

by UX Team

UX team completed UT sessions with both customers and internal SME's with different roles


06 23' Disney, MCA, Golden State

07 23' Internal SME's

09 23' PCR Strategy Team

140 Feedback

"I could not close the panel after editing the user names"

AJ Uy Sales Enablement


"It would be helpful to provide information about the features that I am not familiar with"

Disney

33 Positive Feedback

"App is a million times better than the website"

Disney


"I really like the process feedback of activation and deployment"

MCA

13 Fixed 1 Pushed to Future

14 High Risk Action

3 Fixed 5 Pushed to Future

8 Medium Risk Action

Pushed to Future

30 Low Risk Action

140 Feedback

"I could not close the panel after editing the user names"

AJ Uy Sales Enablement


"It would be helpful to provide information about the features that I am not familiar with"

Disney

33 Positive Feedback

"App is a million times better than the website"

Disney


"I really like the process feedback of activation and deployment"

MCA

13 Fixed 1 Pushed to Future

14 High Risk Action

3 Fixed 5 Pushed to Future

8 Medium Risk Action

Pushed to Future

30 Low Risk Action

3 Customer Sessions

by UX Team

UX team attended CTP sessions with dealers to receive feedback on the preliminary design


04 23' Radio One, National Orders

05 23' Golden State

3 Customer S.

by UX Team

UX team attended CTP sessions with dealers to receive feedback on the preliminary design


04 23' Radio One, National Orders

05 23' Golden State

1 Heuristic E.

by Research Team

Human Factors and Research team evaluated app design and provided a Heuristic Evaluation Report


06 23'

14 Usability T.

by UX Team

UX team completed UT sessions with both customers and internal SME's with different roles


06 23' Disney, MCA, Golden State

07 23' Internal SME's

09 23' PCR Strategy T

140 Feedback

"I could not close the panel after editing the user names"

AJ Uy Sales Enablement


"It would be helpful to provide information about the features that I am not familiar with"

Disney

33 Positive Feedback

"App is a million times better than the website"

Disney


"I really like the process feedback of activation and deployment"

MCA

13 Fixed 1 Pushed to Future

14 High Risk Action

3 Fixed 5 Pushed to Future

8 Medium Risk Action

Pushed to Future

30 Low Risk Action

140 Feedback

"I could not close the panel after editing the user names"

AJ Uy Sales Enablement


"It would be helpful to provide information about the features that I am not familiar with"

Disney

33 Positive Feedback

"App is a million times better than the website"

Disney


"I really like the process feedback of activation and deployment"

MCA

13 Fixed 1 Pushed

14 High Risk Action

3 Fixed 5 Pushed

8 Medium Risk Action

Pushed to Future

30 Low Risk Action

Overview

TLK Configuration App is a simplified provisioning application with fully guided setup process for direct customers. It is designed for a seamless setup process, including steps like creating talkgroups, users, configuring settings, managing inventory, activation, and deployment. This app is available for direct customers who purchase TLK 25 from Motorola's website. TLK 25 is a compact communication device with an intuitive voice assistant. This product is a new member of existing Wave Product Family where Motorola aims Business-to-Customer sale for the first time

Role: UX Lead

Collaborated with: Product Owner, Solution Architect, Front End & Backend Developers, Program Manager

Duration: January 2023 - Ongoing

Why Application?

Current provisioning portal called Wave PTX Portal is not optimized for direct customers. It was originally made for trained technicians and it is labor intensive for bulk operations. Direct customers may be afraid of this tech heavy tool and prefer to buy other options on the market for easy configuration.
Data: According to MSI database, 80% customers purchase small quantity of devices and 90% of our revenue is coming from those devices as well.
Market Trends: Today, many devices require users to use an app in order to complete a simple setup process. For more custom settings, enhanced features and capabilities are available through portals.

Why Application?

Current provisioning portal called Wave PTX Portal is not optimized for direct customers. It was originally made for trained technicians and it is labor intensive for bulk operations. Direct customers may be afraid of this tech heavy tool and prefer to buy other options on the market for easy configuration.
Data: According to MSI database, 80% customers purchase small quantity of devices and 90% of our revenue is coming from those devices as well.
Market Trends: Today, many devices require users to use an app in order to complete a simple setup process. For more custom settings, enhanced features and capabilities are available through portals.

Why Application?

Current provisioning portal called Wave PTX Portal is not optimized for direct customers. It was originally made for trained technicians and it is labor intensive for bulk operations. Direct customers may be afraid of this tech heavy tool and prefer to buy other options on the market for easy configuration.
Data: According to MSI database, 80% customers purchase small quantity of devices and 90% of our revenue is coming from those devices as well.
Market Trends: Today, many devices require users to use an app in order to complete a simple setup process. For more custom settings, enhanced features and capabilities are available through portals.

Research

For feedback and validation, UX team completed customer feedback sessions and usability testings sessions. In addition, we received Heuristic Evaluation report by Research team. Our objectives were to determine the overall usability of the app, discover problems, identify opportunities.

Methods: Assess system usability scale with testers, identify issues and provide a solution, work with Product Owner to assign priorities, and collaborate with development team to resolve issues

Equipments: Android smartphones with latest apks, system usability scale forms, moderator guide, task & feedback surveys

Research

For feedback and validation, UX team completed customer feedback sessions and usability testings sessions. In addition, we received Heuristic Evaluation report by Research team. Our objectives were to determine the overall usability of the app, discover problems, identify opportunities.

Methods: Assess system usability scale with testers, identify issues and provide a solution, work with Product Owner to assign priorities, and collaborate with development team to resolve issues

Equipments: Android smartphones with latest apks, system usability scale forms, moderator guide, task & feedback surveys

Research

For feedback and validation, UX team completed customer feedback sessions and usability testings sessions. In addition, we received Heuristic Evaluation report by Research team. Our objectives were to determine the overall usability of the app, discover problems, identify opportunities.

Methods: Assess system usability scale with testers, identify issues and provide a solution, work with Product Owner to assign priorities, and collaborate with development team to resolve issues

Equipments: Android smartphones with latest apks, system usability scale forms, moderator guide, task & feedback surveys

Design Process

Our goal is to shorten the setup process from 40 minutes to 5~10 minutes. During this stage, we have generated six iterations on design concepts and flows, including low-fidelity prototypes.

  • The solution must guide both users with customized needs and users who expect predefined settings.

  • The solution must encompass both the new set-up process and updates to the existing setup, which includes modifications such as adding or removing users, devices, and talk groups.

  • The configuration process should be more user-friendly by creating dialogues with the end-users.

  • The app should follow Motorola's Design System


Design Process

Our goal is to shorten the setup process from 40 minutes to 5~10 minutes. During this stage, we have generated six iterations on design concepts and flows, including low-fidelity prototypes.

  • The solution must guide both users with customized needs and users who expect predefined settings.

  • The solution must encompass both the new set-up process and updates to the existing setup, which includes modifications such as adding or removing users, devices, and talk groups.

  • The configuration process should be more user-friendly by creating dialogues with the end-users.

  • The app should follow Motorola's Design System

Design Process

Our goal is to shorten the setup process from 40 minutes to 5~10 minutes. During this stage, we have generated six iterations on design concepts and flows, including low-fidelity prototypes.

  • The solution must guide both users with customized needs and users who expect predefined settings.

  • The solution must encompass both the new set-up process and updates to the existing setup, which includes modifications such as adding or removing users, devices, and talk groups.

  • The configuration process should be more user-friendly by creating dialogues with the end-users.

  • The app should follow Motorola's Design System

Takeaways

  • Built trust with new stakeholders (development team did not have any experience with working with UX designers)

  • As the program did not have dedicated Researcher, UX team proactively included research to our effort

  • Standardized  UX update requests and scope/requirements alignment process

  • Unexpected delays due to backend API dependency. Descoped planned features & created backlog. This saved UX team more time for refinement & testing

Takeaways

  • Built trust with new stakeholders (development team did not have any experience with working with UX designers)

  • As the program did not have dedicated Researcher, UX team proactively included research to our effort

  • Standardized  UX update requests and scope/requirements alignment process

  • Unexpected delays due to backend API dependency. Descoped planned features & created backlog. This saved UX team more time for refinement & testing

Next Steps

  • New deployment methods

  • Mix fleet by expanding app support with existing Wave products

  • Location Tracking

  • Emergency

  • Support Experience

  • UX refinement for existing features

  • Clone & Edit Bulk Users

Next Steps

This project will continue by 2025 including new UX scope and enhancements.

  • Mix fleet support

  • Location Tracking

  • Emergency

  • Support Experience

  • UX refinement for existing features

  • Clone & Edit Bulk Users

Target User

TLK 25 app is designed specifically for enterprise customers such as Schools, Hotels, Restaurants, Retail and Manufacturing. As the product will be available on both Business-to-Business and Business-to-Customer platforms, the configuration app can be used by both small business owners and partner's IT technicians.

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Overview

TLK Configuration App is a simplified provisioning application with fully guided setup process for direct customers. It is designed for a seamless setup process, including steps like creating talkgroups, users, configuring settings, managing inventory, activation, and deployment. This app is available for direct customers who purchase TLK 25 from Motorola's website. TLK 25 is a compact communication device with an intuitive voice assistant. This product is a new member of existing Wave Product Family where Motorola aims Business-to-Customer sale for the first time

Activation

Deployment

Role: UX Lead

Collaborated with: Product Owner, Solution Architect, Front End & Backend Developers, Program Manager

Duration: January 2023 - Ongoing

Overview

TLK Configuration App is a simplified provisioning application with fully guided setup process for direct customers. It is designed for a seamless setup process, including steps like creating talkgroups, users, configuring settings, managing inventory, activation, and deployment. This app is available for direct customers who purchase TLK 25 from Motorola's website. TLK 25 is a compact communication device with an intuitive voice assistant. This product is a new member of existing Wave Product Family where Motorola aims Business-to-Customer sale for the first time

Role: UX Lead

Collaborated with: Product Owner, Solution Architect, Front End & Backend Developers, Program Manager

Duration: January 2023 - Ongoing

User Settings

Inventory

Quick Set up Wizard

Adding Talkgroups & Users

The admin will start by adding talkgroups for the users. App provides predefined talkgroup names based on the business that the admin operates. The second step is adding users, defining their capabilities and assigning them to talkgroups and contact lists.

User settings are predefined and optional for admins to customize except some mandatory fields such as WiFi network or emergency set up.

When the all users are ready, they need to be activated in the system. This will take a few seconds

For the first time set up, the admin will receive simple tutorial for wizard experience. Wizard panel can be expanded anytime during the setup. It gives admin a flexibility to make edits any time they need. In Users tab, the user can view number of users are being created, their names and inventory status.

Activation

Deployment

When users are activated, the admin can download user settings to the specific device. They will be guided through the process to connect the devices to the Internet so the device can download the corresponding user configuration.

The app collects subscription information automatically from the admin's account. For devices, the admin has to add devices via QR code scanning or manually by entering IMEI and Serial Numbers. The app will automatically link inventory with the new users.

The app collects subscription information automatically from the admin's account. For devices, the admin has to add devices via QR code scanning or manually by entering IMEI and Serial Numbers. The app will automatically link inventory with the new users.

Quick Set up Wizard

Adding Talkgroups & Users

Activation

Deployment

Check the evolution of the wizard design :)

Quick Set up Wizard

Adding Talkgroups & Users