Overview
Overview
Increasing Subscription Revenue by $4.7M
I led the redesign of Xylem’s Field Smart Technology, streamlining remote pump control, alerting, and monitoring, all informed by user research and iterative design.
Problem
Problem
Unsafe or inaccessible flood sites require effective software for off-site monitoring.
Unsafe or inaccessible flood sites require effective software for off-site monitoring.
The existing Field Smart Technology (FST) interface was cumbersome, slowing operations and leading to low adoption—customers bought or rented pumps but avoided using the software.
The existing Field Smart Technology (FST) interface was cumbersome, slowing operations and leading to low adoption—customers bought or rented pumps but avoided using the software.
Outcome
Outcome
🤑
🤑
Recurring subscription revenue is up 54%, $13.4M in total
Recurring subscription revenue is up 54%, $13.4M in total
👯
👯
3600+ users are using FST, up 24%
3600+ users are using FST, up 24%
🚀
🚀
Overall usage is up by 82%
Overall usage is up by 82%
Role
Lead Product Designer
Timeline
2022
Team
Lead Product Designer (me), PM, PO, Engineering
Role
Lead Product Designer
Team
Lead Product Designer (me), PM, PO, Engineering
I adapted the designs for tablet and mobile for technicians on the field. I aimed to simplify setting up alerts, and create a clear information hierarchy prioritizing urgent data.
I adapted the designs for tablet and mobile for technicians on the field. I aimed to simplify setting up alerts, and create a clear information hierarchy prioritizing urgent data.
My Approach
My Approach
Design audits, prototype testing, and even on-site interviews helped me spot usability bottlenecks and maximize insights.
Design audits, prototype testing, and even on-site interviews helped me spot usability bottlenecks and maximize insights.
01
01
Persona Research
Persona Research
Reviewing prior research and user personas led me to understand how the FST experience varied by role.
Reviewing prior research and user personas led me to understand how the FST experience varied by role.
02
02
Heuristic Evaluation
Heuristic Evaluation
How can best practices help to identify areas of friction and inefficiency that users encountering?
How can best practices help to identify areas of friction and inefficiency that users encountering?
03
03
User testing and Iteration
User testing and Iteration
I led 3 rounds of testing to validate decisions and refine prototypes.
I led 3 rounds of testing to validate decisions and refine prototypes.
User interviews revealed additional insights:
User interviews revealed additional insights:
I annotated all surfaces of the product in conducting my heuristic evaluation, noting pain points, navigational elements, and control elements.
I annotated all surfaces of the product in conducting my heuristic evaluation, noting pain points, navigational elements, and control elements.
Usability testing validated key design choices and surfaced areas for improvement. Below, you’ll see some adjustments I made from the initial prototype to the final design.
Usability testing validated key design choices and surfaced areas for improvement.
Before
Alarms are critical to operations, but it was difficult to determine the difference between alarm types.
Alarms are critical to operations, but it was difficult to determine the difference between alarm types.
After
Urgent (service) alarms are made clear through an icon and users are able to easily dive into alarm details.
Urgent (service) alarms are made clear through an icon and users are able to easily dive into alarm details.
Before
A device’s location is often its primary identifier (many users don’t know the name or alias). I had assumed showing it only in the details panel was enough.
A device’s location is often its primary identifier (many users don’t know the name or alias). I had assumed showing it only in the details panel was enough.
After
Users now can see their device’s location in the table and are able to click on a location to see their device on a map.
Users now can see their device’s location in the table and are able to click on a location to see their device on a map.
Before
Controls were confusing and key info was buried. Most users rely on analog and digital inputs, but these were tucked under relay controls (rarely used by most)
Controls were confusing and key info was buried. Most users rely on analog and digital inputs, but these were tucked under relay controls (rarely used by most)
After
I established a user journey based on importance: first, users want to see if there are any alarms. Next, they want to use inputs to assess device water levels. Lastly, they want to control the pump.
I established a user journey based on importance: first, users want to see if there are any alarms. Next, they want to use inputs to assess device water levels. Lastly, they want to control the pump.
The Solution
The Solution
A hierarchical interface with easy to understand controls, that supports user’s workflows.
A hierarchical interface with easy to understand controls, that supports user’s workflows.
The end design prioritized critical pump information—status, alerts, and controls—on a single, high-visibility screen.
The end design prioritized critical pump information—status, alerts, and controls—on a single, high-visibility screen.
Final Designs
Final Designs
The Outcome
The Outcome
FST 2.0 was released in 2023. Since then →
FST 2.0 was released in 2023. Since then:
FST 2.0 was released in 2023. Since then:
✅
Recurring subscription revenue is up 54%, $13.4M in total.
Recurring subscription revenue is up 54%, $13.4M in total.
✅
3600+ users are using FST, a 24% increase.
3600+ users are using FST, a 24% increase.
✅
FST usage is up by 82% (Previously, users wouldn't even log in because the platform was too difficult to use!)
FST usage is up by 82% (Previously, users wouldn't even log in because the platform was too difficult to use!)