Project Overview
In the spring of 2023, Roku was launching their new project suite of devices, "Home Monitoring" to their growing line of Smart Home products. This project was to address a missing need in the smart home app that was identified through user interviews and pulse survey's. The app itself had to be reskinned and updated to achieve not only stakeholder branding needs and guidelines, but also to improve user quality with the app.
Problem:
Users cannot use emergency services without having HMS & additional hardware. Users want to send help to my home with one tap as a “must have” feature for service plans. (46% of Roku Survey respondents ranked “Send help to my home with one tap” as a “must have” feature for service plans.)
Users cannot use emergency services without having HMS & additional hardware. Users want to send help to my home with one tap as a “must have” feature for service plans. (46% of Roku Survey respondents ranked “Send help to my home with one tap” as a “must have” feature for service plans.)
Goal:
Camera Plus plan subscribers will gain access to One-Touch Emergency assistance, which allows them to request emergency services from the mobile app. As the new feature is introduced, the price of the Plus plan will be increased to $12.99/mo or $129.99/yr
Camera Plus plan subscribers will gain access to One-Touch Emergency assistance, which allows them to request emergency services from the mobile app. As the new feature is introduced, the price of the Plus plan will be increased to $12.99/mo or $129.99/yr
Role and Responsibilities
For this project I worked very closely with the Roku "IoT" product team as Roku's new Home Monitoring product suite was launching in the spring of 2023. I was responsible for creating the new designs for an additional feature of an existing system that utilized the new existing UI that was developed for the Smart Home App. Because of the constraint of time of release and the fixed UI of the application I was limited in design efforts that were already slated for release. I was able, however, to refocus the user journey earlier in the path to help alleviate pain points in the current system.
Design consideration
Notify “current plus plan subscribers” of new feature and price increase:
Send an email about the price of subscription increasing from $9.99/mo ($99.99/yr) to $11.99/mo ($119.99/yr) with the benefits of the new feature at least 30 days before next billing renewal date.
Enable address/contact info onboarding flow for plus plan subscribers who don’t have HMS:
Display a toast message in Roku Smart Home mobile app that asks me to complete setup for One-Touch Emergency assistance.
Update subscription purchase flow benefit copy:
Add the benefit of signup for a Plus plan subscription that includes One-Touch Emergency assistance.
Pulse study and findings
Users were lukewarm toward the “one-tap emergency assistance” feature, because they were not sure how the feature compares to the emergency assistance services users already have.
Most users gathered from the introduction email that this feature allowed them to tap a button in the mobile app to request help during emergency and that there is a cost associated with this feature.
Most users would like to see a demo video on the “Learn more” screen, that would walk them through the steps to request help in an emergency situation.
While all users understood that an agent would contact them once they activated the alarm, it was not clear to user if they would be contacted via a call or text.
- While all users would go to “monitoring tab” after set up the one-tap, it was not immediately clear to them what they’d see in the monitoring tab.
- One user also thought that they only have 10 minutes to set up the feature, and that the setup session would expire after 10 minutes.
Email Notification
Receive the email at least 30 days before the next billing renewal date
In-app notification
Set up one-tap emergency assistance
Request one-tap emergency assistance
Settings : one-tap emergency assistance
Button Design
Visual hint on Account tab
