SimpliSafe — Test Mode
Helping users feel safe and confident in their security systems
Role
Product Design, Rapid prototyping, User research
Team
1 PM, 1 researcher, 2 engineers
Duration
1 month
CONTEXT
Um… is it working?
As a part of an onboarding initiative I led for SimpliSafe, a home security company, we went into customers' homes to actually observe them installing our systems in person!
We found that users were constantly confused after installing their motion sensors. After anticlimactically sticking the sensors onto their walls, they would inevitably turn around and ask us: "Um… is it working?"
HOW MIGHT WE…
Give users confidence that their motion sensors are working so that they feel safe in the event of a break-in?
RAPID PROTOTYPING & TESTING
I did some online user calls as well as guerrilla testing in our in-office tiny house, pulling aside folks to run through the interaction in person.
We learned a couple things:
Users don't just know to know if the sensor is working — they want to know how it works.
Introducing some "good friction," like telling users to leave the room first before walking back in, increased feelings of confidence.
Users wanted to be rewarded — after they tested each individual sensor, they wanted a confirmation/review of all the other devices they had installed.
FINAL
A solution that gives confidence
The user is prompted to test the sensor. They walk past a motion sensor, which is represented by a pulsing illustration in the app. Once motion is detected, a success state shows.
USER VERBATIMS
"Love it. Absolutely love it."
"That gave me 100% confidence when something starts talking back at you."
LEARNINGS
Onboarding is a game of keeping effort and reward in balance — we need to carefully orchestrate the experience while introducing “good friction” when needed.
Hardware system setup can be an arduous process with high effort, low reward — it’s imperative to get users to a sense of value as soon as possible.
There’s no replacement for observing people in-person — this will uncover insights you wouldn’t expect.