OnTech In-Home Commerce
UI/UX Research
The world of smart home technology can be messy. Device compatibility and complicated installations can create high barriers of entry. OnTech takes the stress out of smart home by offering products from premium brands with fast, professional installation.
Now with the OnTech On-Site Sales App, the process is even easier. Technicians can find personalized customer recommendations, share product details, and transact on in-home purchases, all in one place. It makes sales and installations easier for technicians, and gives customers an elevated smart home experience.
As the Product Manager for this project, I oversaw the functional experience, conducting comprehensive end-to-end research to ensure optimal performance and user satisfaction.
OnTech 2022 Initiative
Build a best-in-class In-Home Commerce merchandising platform.
KPIs
$185M Total On Site Sales Revenue
$40.28 / Work Order
23.1% OSS Attachment
The Problem
OnTech needed help leveraging their in-home appointments to increase partnership sales, and provide a better experience for both their technicians and customers. Partnerships with brands like Google, Amazon, and ADT gave them access to top of the line products, but inconsistent experiences and out of date resources set OnTech back as a best-in-class smart home offering.
Our approach started with auditing the technician and customer experiences to find out what was lacking for each user and where we could implement solutions.
Technician Interviews
Working with 12+ technicians and field service managers we executed 8 individual and round table interviews in the discovery phase.
Customer Surveys and Interviews
With help from the Consumer Insights team, we conducted interviews with real OnTech customers and built look-alike audience surveys.
Usability testing
Using the information we gathered from technician and customer feedback we formulated solutions and tested those for validation.
High Level Journey Map
Workshop Facilitation
After the initial discovery phase we facilitated several workshops to bring in outside perspectives and solutions. The participants ranged from designers, product owners, and brand strategists. We used methodologies from Google Design Sprint Kit and other design-thinking activities to guide the sessions.
These illustrations from two different Crazy 8 sessions helped us expand our vision of possible features.
Designing an Elevated Experience
Our hypothesis was that we could improve both the technician and customer experience by establishing single solutions that would give the customer clear expectations and provide more support for the technician to meet those expectations.
Pre-Appointment Survey
Customer — Gather information on customer preferences to create a custom-tailored experience
Technician — Push those preferences to the technician so they are better prepared to provide relevant products
Pre-Appointment Email
Customer — Set appointment expectations and prime the in-home shopping experience
Technician — Allows the technician to skip the customer introduction to in-home shopping, saving them time and avoids awkward segues
On Site Sales App
Customer — Creates an interactive experience where they can see their recommended products, view details, purchase and have devices installed on the spot
Technician — Provides the technician with a full suite of resources to bring a premium shopping and installation experience
The In-Home Experience
Custom Recommendations
With custom recommendations techs can now see select products based on customer feedback and curate a list that is more relevant to the customer’s needs.
Easily Find Products
Smart home products like to pair with other products under the same brand. Now technicians can easily narrow down the product environment to offer more compatible devices.
Live Inventory
When a technician recommends a product they want to make sure they can install it during that same appointment. Integrating the OnTech inventory with OSS gives technicians a current look at what’s on their van without digging through dozens of products.
Better Resources and Guides
We put together quick access of important product information and service guides that could be easily accessed from the product details page. These resources are vital for technicians and helpful to show customers that are interested in learning more.
Technicians had to constantly piece together online manuals, new articles, and their own smart device apps to explain products to customers. This took them a lot of time and effort and wasn’t something you got good at until after a while on the job.
Initial Usability Testing Results
40% Higher Success Rate
Finding the correct product in the catalog
56 Seconds Faster
Adding a product to cart and checking out
$300k Yearly Savings*
*Projected. For every minute saved. Based on 50k OSS sales made on 235k jobs in the month of July 2022
Beta Testing
After numerous usability tests and iterations with our lookalike technician audience we were ready to bring a prototype to real OnTech technicians. Working with corporate operations managers, field service managers, and regional directors, our team set up and conducted live prototype tests with technicians across the US both in person and virtually.
15 Technicians
5 regions across the US
30 minute sessions
Qualitative feedback + quantitative survey questions
“I like how there’s so much detail included in every inventory product we have so it allows the customer to be knowledgable at the end of the day”
- Elijah G.
“Didn’t take a lot of learning and the UI feels really refreshed”
- Elias M.
“Really good step in the right direction”
- Bruce S.
Ongoing Iteration
Our team is in the process of iteration and development as we continue to beta test updates with OnTech technicians. We’ve begun writing features for the validated flows and working with development to roll them into their 2023 roadmap. After seeing the results from beta testing the business has made OSS a major push for deploying an MVP early in the year. As baseline functionality is being built and tested, we are continuing to strategize on future improvements.