504/GWT
I'm Soey. I am passionate about designing user experiences that seamlessly evolve into compelling stories, becoming products in their own right. Empathy, joy, and steadfast dedication guide my approach to problem-solving and life as a whole.
Q4. 2025
1. Understand
Context
With high industry demand, BW's Bluetooth app is expected to launch in 2025 and maintain its strong momentum.
Problem Definition
Among the many identified issues, three stood out as key problems affecting both guests and the business:
- High Demand: Enhancing the customer experience with Bluetooth service will not only benefit existing customers but also attract new ones.
- Lack of Mobile Control: Currently, customers have no way to monitor or control pumps remotely via their mobile phones.
- Reduction in Call-Out Pay: One technician noted, 'I get called in at 3 a.m. to restart a pump regularly due to power failures. Each time, this requires three hours of call-out pay. If I could restart it remotely, it would save me a 30-minute drive.'
User Problem: Plant operators require continuous pump monitoring to uphold safety and security while remaining connected remotely.
Business Problem: Engineering and Marketing teams play a key role in understanding evolving customer expectations, and the lack of this service could impede business innovation.
Highlights
We gathered valuable insights from user surveys and interviews:
- Mobile Usage Preference: 80% of respondents prefer using the mobile app on their phone, while only 6.7% would opt for a tablet.
- Key Features: Users prioritize three main features—real-time pump status monitoring, remote pump control, and receiving reminders and push notifications.
- User Interaction: Participants instinctively swipe left or right on full-width containers, even without visible UI affordances like arrows or buttons.
- Top Concerns: Potential users worry about a complicated UI, paid subscriptions, insecure authentication and data storage, and excessive notifications.
Showcasing only key highlights that define the site content and functionality of the mobile app.
By understanding the pain points and needs of potnential users, the BW mobile app can address their specific challenges, and provide an efficient solution for their needs.
2. Gain confidence
With my PM and team, I sketched out several different interaction model concepts for iOS and Android. Together, we discussed the pros and cons of each direction and quickly settled on a hybrid model that would best suit users' needs while also supporting the requirements of BW's different tiers.
I then prototyped a few different mobile concepts, and my team and I conducted light concept testing on each.
Validate + Iterate
My team and I implemented several changes as milestone experiments:
Layout Improvements: The first milestone release focused on optimizing screen space for mobile devices.
By rearranging the layout of the product card, we increased the status label text size by 40%, making the product status more prominent.
3. Polish
Design & Prototypes
In addition to the final visual design, I created interactive prototypes for the mobile app. These prototypes showcased the look and feel of interactions while also serving as a valuable resource for our engineers.
4. Results
Work in progress
Expected to launch in Q4 2025.