2020-2022 · LEAD UX/UI DESIGNER
Boundary is a wireless smart home alarm system (B2C SaaS plus a box) that offers subscription plans with additional features such as a powerful mobile app for control and self-monitoring of the system, and immediate police response.
I joined Boundary as their founding Product Designer to lead the design of the core product - Boundary's mobile apps for iOS and Android. I worked with a remote team of product managers, engineers and growth marketers to increase DAU (Daily Active Users) and achieve ambitious OKRs (Objectives and Key Results). My role included conducting comprehensive user research, identifying customer pain points, user testing functional prototypes, and continuous collaboration with developers to ensure a pixel-perfect implementation.
From the very beginning we wanted to create a truly smart alarm system that is easy to set up and a joy to use. A system that gets a little bit smarter with each update and helps customers outsmart all known threats.
Stakeholder & Customer Interviews
User Journey Mapping
Wireframing & Prototyping
Developer Hand-Off & Support
The app gives customers complete control over their security system with advanced user management features, such as the ability to invite others to their security system and set the desired level of access for each person.
Activity Alerts is a unique feature that allows customers to create personal alerts and get notified of any activity or inactivity detected in their home while the alarm system is disarmed. For example, the app could let you know if an elderly loved one is not following their normal routine and might need help. If someone is sleepwalking or not getting up in time for school.
We made use of the vast amounts of data gathered by contact and motion sensors in a controlled and secure way and translated this data into useful insights. The feature helped us deliver even more value to Boundary's customers and significantly increased the number of Daily Active Users (DAU).
In early 2022, I led the redesign of the company's main web sales channel. The goal was to create a responsive and easy-to-follow user journey that reduced user bounce rate and improved the sales conversion rate.
During a preliminary user testing of Boundary's pre-existing e-commerce solution, we identified significant issues with the order and amount of information delivered to prospective customers. Moreover, people often struggled to understand industry-specific terminology and found it difficult to configure an alarm system bundle that met their needs. As a result, they often felt overwhelmed and ended up abandoning the purchase process altogether.
Once we had identified the problem, I went back to the drawing board and utilised an iterative design approach to design a new solution. I conducted multiple user testing sessions and gradually refined my ideas based on participants' feedback and insights drawn from observing peoples’ behaviour while interacting with the prototype.
The final result is a step-by-step flow, utilising progressive disclosure of information that focuses customer’s attention on the most important details first. All while providing supplementary contextual information that is easily accessible when needed within the journey.
After the initial launch of the new purchase experience, I gathered analytics data to measure the impact of the redesign and to further fine-tune the customer journey. Compared to the old journey, pre-sales questions sent to our customer experience team dropped by 57%, the conversion rate increased by 33%, the average order value increased by more than 25% and more people opted-in for a paid monthly subscription.
Another crucial task was to redesign Boundary's homepage and ensure that prospective customers had access to enough information to make an informed decision when comparing the product to competitors.
The above-the-fold area instantly communicates the nature of the product and its credibility. The core navigation is consistently featured in the header, making an effective logical combination of links and dropdowns, inviting visitors to learn more about the alarm system and enter the purchase funnel. The content on the page is concise and informative, utilising a solid typographic hierarchy that makes the web page scannable and allows potential customers quickly understand the value and benefits of the Boundary alarm system.
Get in touch if you'd like to learn more about my work or discuss how I could help your business.