ADT Commercial - eSuite
Tasks
Auditing | Review the current experience from a usability, content, and visual design perspective
Assessing the landscape | Look at best-in-class examples of key features like global search, support, and complex task completion
Concepting | Create low- and mid-fidelity mockups to communicate key features of the experience
Feature Flows | Visualize complex user flows with user/system decisions, edge cases, and errors
Wireframes | Leverage designed mockups to create high fidelity wireframes for all screens/variations for each feature
Functional Specs | Produce functional documentation materials for production ready designs
Project Timeline
7 Months | May 2021 - August 2021
Project Summary
AKQA is tasked with modernizing and re-envisioning the digital experience of ADT Commercial customers. While the web platform currently exists, it needed a drastic change in user experience and visual identity. In addition, existing customers expressed a need to have eSuite in a more on-the-go context. In response to this, we were tasked with creating a companion app that will help customers respond to any location needs in the moment.
Phase 1 | Research
Key Insights
Customers performing tasks at the kiosks often asked reps over for assistance
Customers expressed frustration with the number of steps in tasks like upgrading
Many customers revealed they didn’t know the Large Touchscreen was interactive
