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In production and in use
Impact
Cut Annual Operating Costs by $60K:
Advanced analytics helped reduce energy consumption across all lighting systems.
Reduced Downtime:
Proactive alerts and remote troubleshooting capabilities significantly reduced lighting system downtime.
Increased Efficiency:
Remote management capabilities streamlined workflows for facility managers, freeing up their time for other critical tasks.
Most of the content in this case study is subject to a Non-Disclosure Agreement. The details provided in this case study are a high-level overview and do not contain all the specific details of the project.
Lighting systems, from residential to commercial, are becoming increasingly complex with smart features, energy efficiency requirements, and interconnected devices.
However whenever an issue arises, it typically requires on-site visits, leading to delays, increased costs, and potential disruptions.
As a Residential Dealer that installs Lutron systems in clients' properties,
I want to efficiently diagnose and resolve remote lighting system malfunctions in my clients' homes
But today I'm struggling with lack of remote access for diagnostics, unclear error reporting, needing to physically visit for every minor issue, and have difficulty in identifying the root cause quickly.
Analyzed existing lighting control systems and remote management tools to identify best practices and areas for differentiation.
Hosted a co-design workshop, bringing together stakeholders and UX designers to collaboratively define the user needs and product vision for the new tool. Through participatory design activities, we aimed to uncover key user pain points, and identify essential features.
Key pain points identified included:
#1
Issues are often only discovered when they cause a noticeable problem, leading to downtime and urgent service calls.
#2
Managing multiple lighting zones or properties often requires navigating disparate systems and interfaces.
#3
Optimizing lighting schedules and responding to occupancy patterns is often a manual and time-consuming process.
#4
Diagnosing the root cause of lighting problems remotely is challenging, often necessitating on-site visits.
#5
Lack of data on system performance and energy consumption hinders informed decision-making.
Our core challenge was to design a unified platform that would provide proactive insights, remote control capabilities, and efficient troubleshooting tools to alleviate these pain points.
We listed all the features of the tool and arranged them in a graph that plots importance against frequency of use. This visual representation helps prioritize which features are most critical and frequently utilized, making it easier to focus on enhancements and optimizations.
We created an affinity map of all the related features and color-coordinated them based on their importance.
Features with high importance were marked in green color, while those with low importance were marked in pink.
This helped to visually distinguish and prioritize the features effectively.
We created a user journey map to visualize the entire experience of users interacting with our tool. This map highlights key touchpoints, pain points, which team to delegate work to, and moments of delight, helping us understand and improve the user experience from start to finish.
We meticulously documented task flows for each step of the key features of the product.
Each task flow provides detailed guidance on how to navigate and utilize the product's features effectively.
Developed a clear and intuitive information architecture to ensure easy navigation and access to key features. This involved extensive meetings with the product manager to understand the requirements.
Developed interactive low-fidelity prototypes in Figma to quickly test core user flows and gather early feedback.
Conducted moderated usability testing sessions with 7 participants representing our key personas. Feedback focused on simple and complex tasks ranging from- navigation clarity, information hierarchy, and the intuitiveness of basic tasks to troubleshooting issues and managing their alerts.
✅ All Participants could get through the flows easily.
Noted down how the proposed tool adds value to the personas:
Dealers:
Faster Issue Resolution: Clear system status for quicker troubleshooting.
Better Onsite Prep: Unified view improves visit readiness.
Professional Image: Consistent design enhances client interactions.
Directors of Engineering:
Proactive Issue Solving: Early identification prevents client impact.
Higher Client Satisfaction: Efficient and preemptive support.
Data-Driven Decisions: Clear visualizations for strategic insights.
Facility Managers:
Simplified Management: Centralized view of all Lutron systems.
Efficient Workflows: Integration with work order systems.
Familiar User Experience: Consistent design eases adoption.
Launched a brand new design system, ensuring a unified visual language and consistent user experience across all its features. This comprehensive system includes typography, colors, icons, reusable components, and interaction patterns, streamlining development and establishing a strong brand identity.
View Tenzing Design System case study
Iterated and released the final design of the brand new tool.
Reduced Downtime:
Proactive alerts and remote troubleshooting capabilities are expected to significantly reduce lighting system downtime.
Increased Efficiency:
Remote management capabilities streamlined workflows for facility managers, freeing up their time for other critical tasks.
Throughout the design process, we learned valuable lessons:
The Importance of Early User Involvement:
Continuous user testing throughout the design process was crucial for identifying usability issues and validating our design decisions.
Cross-Functional Collaboration:
Strong communication and collaboration with the product and engineering teams were essential for ensuring feasibility and alignment.
Enhanced mobile experience:
Further optimizing the mobile app for on-the-go management and troubleshooting.
The development of Lutron Connect demonstrates the power of a user-centered UX approach in creating innovative and impactful solutions.
By deeply understanding the pain points of our target users and iteratively designing and testing our platform, we have created a tool that has the potential to revolutionize how people monitor and manage their lighting systems. Connect is not just about remote control; it's about providing users with intelligence, efficiency, and peace of mind, illuminating the future of lighting management.
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