Home Security
When there is no resource for user interview
I created a scenario, I took a trip to Japan, and monitored my cats.
What is the problem?
Only 2 stars on both the App Store and Google Play. Most users are new and are experiencing issues during the setup process. Many of them request refunds and leave angry comments. This causes significant damage to the brand and makes retailers reluctant to work with them.
Background
This project involved redesign the mobile app for both iOS and Android and embedded UI, aimed at controlling and monitoring a wide range of home security cameras. Users can access live view, video playback, and manage settings either through the app or by connecting a recorder with an external monitor. The product line targets the U.S. market, with a focus on affordable solutions. The cameras come in various forms but fall into key categories: standalone, recorder-dependent, Wi-Fi, battery-powered, AC-powered, solar, pan-tilt and doorbell. Only part of the models support cloud storage subscriptions.
Feature Inventory
I began by using the cameras myself to understand the product from a user’s perspective. This hands-on approach helped me map out features, observe user workflows, and identify UI issues. I also collaborated closely with mobile developers to understand technical constraints, which shaped more practical and scalable design decisions.
Features
Authentication
Authentication
Configuration
Add Device
Device Settings
Account
Monitoring
Live View
Device Features
Playback
Insights
The mobile app began as an attempt to mimic a competitor, but because the hardware was fundamentally different, copying only made the experience worse. I stepped in to reshape the product through design thinking, I conducted simple user test to support my design decisions.As a result, the app’s ratings improved significantly, rising to over 4 stars on both platforms.
User Test
Interviewees were invited to our office to test a recorder paired with three cameras. During the process, participants expressed frustration, they were unsure where to tap next and found the setup flow confusing.
This highlighted a lack of visual guidance and clarity in the user interface, particularly during the initial configuration steps.
User Test
Design phase
User Test
Identify critical issues / UX Problems
I learned these during my research, and they aligned with my initial assumptions.
Lack of guidance during setup:
Users were confused about what to do next when adding a camera. As one participant put it, “I don’t know where I should tap” and “What’s next?” This indicated that the flow lacked clear visual cues and step-by-step feedback.Outdated visual design:
Some users felt the interface looked visually unappealing or outdated. “It looks old,” they said. which suggests a need for a more modern and intuitive design.Performance issues:
Slow loading times were also a common source of frustration. A user remarked, “It takes a long time to load,” highlighting the importance of optimizing performance for a smoother experience.
UI Design Solution
Adding process / Onboarding messages. 所有的裝置都用一樣的設置介面 / 對照消費流程
Show Devices List
How to name the tab?
User will most likely to name their recorder as "Home" already. Based on the "Be as clear as possible" principle, it has been rename as "{TBC}"
