Google Nest
Smart Home
Roles: UX design – content · Conversation design · Stakeholder management
I was part of the team that worked on projects for the Google+ADT home security partnership that leveraged Google’s technology with ADT’s hardware to make homes more secure.
The Team
Content Designer · Product designers x 2 · Product Manager · Legal · Engineering
Voice & Tone
Professional · Semi-formal · ~75% friendly
— PROJECT
Google+ADT Installer App & Connect Portal
— ROLES
Content design
Cross-functional collaboration
This project involved the design and development of a desktop scheduling site (Connect portal) and an Android app (Installer app). This system catered to two distinct user groups:
- Customers who would use the Connect portal for setting up in preparation for their installation of ADT+Nest smart home security products
- Technicians who utilized the Android app for installation, camera angle verification, system testing, and overall functionality verification
Important: To keep this concise and not bore readers with explaining simple setup flows, I’ll focus on work for areas of the setup journey within the app that show a variety of messages for various scenarios.
While all the content and messaging is my work, all interface designs are provided for illustration purposes only.
Not just ADT doing installations
Since installation techs could be contracted from outside companies to set up security systems, it was crucial to have clear communications across happy states as well as error states.
Since these non-ADT techs worked with a number of companies, they needed to have a system that was designed for speed and clarity since they usually handled multiple appointments daily across their service areas.
In order to provide a superior installation tech experience for a range of complex security systems, we focused on every aspect of the tech’s journey through the flow to ensure that they were kept well-informed about how the installation was progressing.
Device error!! states
It was important to inform the tech quickly and efficiently about any issues with devices being installed. This would help them recover from any issues, as well as handle any unforeseen issues with Nest equipment.
There were multiple possible error scenarios such as:
- An incorrect device being scanned in the setup process
- A device mistakenly being scanned twice
- A lack of an internet connection
- The wrong device being scanned in
- Verification code issues
- Deleting a device, and what needed to be done after deletion
Each scenario required a unique error message, and the message needed to be precise and helpful. A generic “something’s wrong with the device being installed” would not suffice. To make sure that the user was well informed, I created unique messages for the error states listed above, as well as for other errors.
Camera status messages
Nest security cameras were very popular, and it was logical that the tech would need to see a newly set up camera’s connection status. If there was an issue, they would be able to pinpoint it by referring to the status message and fix the issue.
I created status messages (both happy path and error states), taking into account all the states a camera could be in. The following is a sample of the many states the tech could see in the course of setting up cameras.
Geofence issues
Each customer appointment address had a geofence included in it that the tech was required to be within to successfully perform the installation. Due to the existence of the geofence, there needed to be messaging for when, whether voluntary or due to technical errors, the tech was considered to be outside of the geofence.
In the case where the tech was outside of the geofenced area, they would not be able to continue the installation, and would need to get back into the geofenced area to resume installation. If they chose to exit the installation job, they would need to start all over again.
Appointment timed out
Every appointment was scheduled in advance, and the technician was required to complete the job within the time allotted. This time allotment was based on the number of devices and complexity of setting them up. However, there was a chance that a tech, due to unforeseen circumstances, would not be able to finish the job on time.
The app would automatically end the appointment at the scheduled time, and the tech would need to get in touch with ADT to extend the appointment end time. We needed to communicate this to the tech, and also give them a recovery method (i.e., contact ADT).
Results
Every day, a tech is stopped from cursing because they can know, at a glance, what’s gone wrong and what needs to be done to fix the issue in their security system install job. And every day, a homeowner gets the peace of mind that they have a security system that will keep them safe.
In other less dramatic words, this product was released and is currently being used by ADT and other firms who install security systems for customers.