Hardware & Software
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Product design
Dell Mobile Services
A mobile app to improve the PC ecosystem
Introduction
Dell Mobile Services is a mobile companion app aimed at enhancing Dell's PC ecosystem by improving users' first interactions and setup experience. The out-of-box experience (OOBE) lacked emotional engagement, resulting in low customer satisfaction and minimal brand loyalty. The goal was to create an engaging companion solution to inspire ongoing usage of Dell products.
Project information
Company
Dell
My role
Senior Product Designer
Year
2022
the challenge
The challenge Dell faced was that customers’ initial out-of-box experience (OOBE) did not evoke the emotional motivators that would drive increased customer satisfaction or brand loyalty, and it did not clearly differentiate the Dell brand from competitors.
As part of a team, I was one of the senior designers that was assigned the task to validate, test and pioneer a mobile companion experience.
We discovered and created multiple problem statements that arose from a UX investigation targeting the entire user journey from OOBE to the entire first set up ecosystem.
the vision
I then helped the team define the use cases and product further, by ideating on features and building out the experience through wireframes and flows in several workshops.
The outcome of the workshop conceptualised a mobile app companion solution to inspire better usage of Dell products by creating smart, meaningful and timely value throughout the ownership cycle & beyond.
I helped create user flows, review with the larger team, and then design high fidelity mocks. I created quick prototypes to conduct usability testings internally to validate the interactions. The final result was turning these high fidelity designs into protopie prototypes so we could do a final demo to the management team within Dell.
visual design approach
I also helped lead and define the overall look and feel of the product, creating a library that could be used quickly to design multiple key flows and screens, while also building multiple hi-fidelity prototypes in Protopie. The prototype was built with help from our developer as well to ensure smooth connection between mobile devices and the laptop.
interaction design
Another part of the project was the conceptualisation of a future A.I. companion that could help the user set up their devices. I integrated it into the overall look and feel of the mobile app, and I created animation explorations around what that companion could look like. It has different states like Listening, Speaking or Greeting.
The outcome
The successful presentation to the management team pushed the project forward to be integrated into the roadmap for the future Dell Mobile Services project.