Johnson Controls
Exacq: Solving security config challenges to boost user satisfaction by 54%
How a design thinking approach solved challenges of one of the largest video management softwares in the market
Context
About the product
This case study is about Exacq (aka ExacqVision), a product by Johnson Controls with 1M+ users used for video surveillance management. Exacqs' config module (which I redesigned) enables security integrators to add and manage cameras and their recording servers.
My work
I led the end-to-end redesign of Exacq with a focus on improving the configuration experience for users. The redesign significantly streamlined complex workflows, making it faster and easier for integrators to set up and manage their video surveillance environments.
InFO
UX/Product Designer
Product strategy, Interaction design, Information architecture, Prototyping, Design systems, Cross-func. collaboration
9 Months (Aug'23 - Apr'24)
2 UX Researchers, 2 Product designer, 1 Product Manager
Problem and Solution
Exacq had various problems that accumulated over a decade. According to market reports, the major problem was its poor user experience and an outdated UI.
Once a market leader in 2013, Exacq saw a 91% decline in customer satisfaction ratings and heavy customer shift to other competitors.
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Problem Overview
- Buildup of hidden usability issues since launch in 2013
- Poor UX and Outdated UI, the critical problems as per market reports & PRD
- Negative business impact as customer satisfaction ratings decline
Example comparison of the Add Camera Tab
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Here's how my design process helped solve problems with Exacq↓
Process
The fast-paced environment at Johnson Controls required a structured yet adaptable process. I prioritized open communication and feedback loops, holding regular design critiques to ensure that everyone remained aligned on product goals.
Product , Market & USER RESEARCH
Project kicked off by analysing Exacq's low market fit and identifying user pain points. This involved conducting 5+ interviews, field visits, competitive analysis, and a thorough UX audit revealing 3 key problems...
Lengthy workflows to configure devices
UX audit revealed an abundance of unnecessary steps which resulted in decreased productivity for the user
Hard to find relevant features/information
During interviews, integrators told they found it hard to find relevant features due to information overload
Outdated UI compared to competitors
Upon competitive analysis, I found the major weakness of Exacq to be its outdated UI last designed in 2013
DESIGN GOAL
I facilitated collaborative brainstorming sessions with my team to map out journey maps and translate key problems into 3 opportunities to solve for during the redesign
Lengthy
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Fast
The redesign should have faster and streamlined workflows, improving system efficiency
Cluttered
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Relevant
The redesign should make key features and information easier to find using an intuitive layout, improving user focus
Outdated
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Modern
The redesign should be visually refreshing and use modern design trends boosting overall product appeal
How can we make Exacq
fast, relevant and modern?
Explorations
DESIGN
Optimized Sidebar
GRANULAR Design Decision #1: Dashboard
Design started with the dashboard. Exacq's lack of a centralized hub forced users into frustratingly long workflows. I collaborated with PMs and Devs to create an optimized user flow with single point of access for all client features, result of which was the client dashboard.
GRANULAR Design Decision #2: Data Visualizations
To combat information overload of complex storage and monitoring data, I redesigned these raw data components into interactive data visualizations, allowing users to easily identify storage and device issues.
GRANULAR Design Decision #3: visual design improvement
Exacq's was designed on wxWidgets, an outdated UI library. Therefore, I spearheaded the creation of a modern design system, establishing clear visual guide for consistency and improved aesthetics of the config module.
FInal Designs
Optimized Dashboard shoe for Faster Server Setup
Security integrators now have a holistic understanding of the client features through the dashboard. This allows them to perform priority actions like setting up the recording servers faster than ever
Click to pause/play
Effortless Camera Controlshowand Server Management
Intuitive controls, bulk actions, and clear system status simplify tasks like adding a camera and organized server dashboard makes it easier to process large chunk of critical data
Camera Configurationshowwith a Modern Interface
Clear settings organization, setting discovery through search and helpful visual cues streamline the camera configuration process while providing user a visually refreshed and modern user interface.
user testing
In a total of 7 user testing sessions, these were the 3 key takeaways:
6/7 Users found the redesigned config module as more intuitive
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Users liked the clean and modern product appeal of the redesign
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2 Users suggested that the dashboards could have been personalized
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DESIGN handoff
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PRoject Takeaways
- Solving industry level problems requires planning and timeDesigning an impactful solution for a real-world business problem needed a timeline and planning that allowed for flexibility, challenges and adjustments as needed.
- Taking ownership elevated the projectBy taking initiative of core processes, I negotiated design solutions with the team that ensured positive outcomes
- Designing for Flexibility and Scalability in futureRedesign was implemented with a forward-thinking approach minimizing costly redesigns and easy expansion of features
Interaction Design IDeation
Crafting the optimized dashboard for Visual Clarity
Club cards display the basic information to identify the club before clicking to view more. They play a dominant role in shaping the visual experience. Therefore, this singular piece went through the most iterations by far.
