I created an improved concept for onboarding, setup, and management of devices, with deep integration into each of the supported platforms – leveraging their native behaviors – over the rote process, web-page mindset of the legacy app.
The setup and onboarding experience for devices like printers, computers, and accessories was cut from 30 minutes, and over 60 steps, to as few as a dozen steps and as little as 5 minutes.
Much of this was design trickery; the technology didn’t get faster, but I just designed it so user-dependent tasks happen while slow and boring tasks occur in the background. I also moved on from requiring users to do everything a specific way, and allowed more flexibility; now only people who don’t know how to install ink or load paper see instructions for those steps, and they pick how much assistance they need instead of everyone seeing a long video about it.
This was integrated into a unified management tool, and a shared design system across platforms was created to assure consistency of experience and reduce customer service overhead.
