Configure Your Phone
Experience Design Strategy
The Relay app had to serve three separate functions for users: managing Relay devices, tracking location, and enabling push-to-talk communication.
We wanted the communication tool to look and act like the physical Relay device as much as possible, maintaining consistency between the hardware interaction pattern and the app interface.
I was the sole senior UX designer on this project, owning:
- Discovery
- Problem framing
- Hypotheses
- Ideation
- Prototyping
- Usability testing
- Analytics
- Dev handoff
Workflow
Interaction Guide
Information Architecture
We designed the IA solution after watching beta testers in the field.
- Device management moved to the side nav: users said they rarely needed to configure devices after initial activation
- The shop icon was made more prominent by adding it to the home screen
- A large single button in the center mirrors the industrial design of the physical device, creating consistency between hardware and software
Device Management
Since Relay devices had no screens, all complex interactions were offloaded to the app. We had no clear data on users' mental models: did they think of channels first, or devices first?
We designed the IA to support both mental models and watched analytics to see how users navigated. Most went to channels first, then selected the Relay device they wanted to manage from there.
Business Outcomes
We targeted a 17% support contact rate for the new app. It came in at 12%, nearly 30% better than the goal.