Content

Project Overview Project Plan User Research User Problems Design Opportunities Design Interventions Ideation & Prototyping Testing & Iteration

Google Home App UX Redesign

Faster Setup, Smarter Home - A More Effective Google Home App Service

Project Overview

The Google Home App is an indispensable tool for managing a range of smart devices within a home ecosystem. However, the current app experience leaves room for improvement, particularly in the areas of setup and device management. These issues not only create inefficiencies but also frustrate users who expect seamless integration in a smart home environment.
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To simplify and enhance the user experience of the Google Home App, making it easier for users to set up and manage their smart devices, I conducted extensive UX research to identify pain points and proposed UX redesign solutions for the pinpointed issues.

Duration

3 Weeks

Tools

Figma | Adobe Photoshop | Adobe Illustrator

Keywords

Mobile App Redesign | User Research | Passion Project

Project Plan

Discover

User Research

Problem Diagnosis

Define

Problem Definition

Design Opportunities

Design

Ideation & Prototyping

Testing & Iteration

User Research

User Review Analysis

Analysis of user reviews (from App Store, Google Play, and Reddit) revealed that the majority of negative feedback centered around the Google Home App's Help Center service. Issues included difficulty finding useful information and unresponsive support channels. Due to the frequency of these complaints, I narrowed the project's scope to focus on enhancing the in-app Help Center experience.

User Problems

Problem Diagnosis

The Golden Rules for Good Help states that a good help service is:
- Available without interfering 
- Succinct yet descriptive 
- Unintrusive
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A User Flow Chart is necessary to investigate the problems of the current flow and the design opportunities to improve the Google Home App's help service based on the Golden Rules for Good Help.

A detailed user flow chart was created to thoroughly diagnose the problems users commonly encounter while navigating the Google Home App. Through this analytical approach, three main issues were identified:‍

‍Problem 1. No solution provided with the error messages;

Problem 2. Solutions for many issues are irrelevant or too general;

Problem 3. Low efficiency of use.

Problem 1

Problem 2

Problem 3

Problem Definition

WHO

Google Home App users who run into issues and have trouble finding solutions in the app.

WHY

Hardware/software malfunctions; No/Irrelevant solutions; Inefficient to troubleshoot problems.

HOW

To boost customer loyalty by improving the accessibility and efficiency of troubleshooting.

JOB-TO-BE-DONE

When experiencing problem with devices,  I need more accessible and relevant help information,  so I can promptly troubleshoot the problem.

HOW MIGHT WE...

... let them know where to look for help when needed? 
... help them to get the relevant information faster?

Design Opportunities

Optimization of User Flow

Avoid Endless Loop of Troubleshooting

Reduce Reliance on External Assistance

Competitor Analysis

An examination of competitive smart home apps such as Alexa, Mi Home, and WYZE revealed a range of features aimed at providing robust in-app support for technical issues. These features commonly include Popular Help Topics, Voice Service, Suggested Resources, Chat Bots, Help Communities, Troubleshooting Instructions, "Contact Us" options, Error Messages, "Report an Issue" functionalities, and sections to Discover Features.

Competitor Products Feature Highlights
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In contrast, Google Home App lags in areas like Suggested Resources and Discover Features. This gap in in-app support not only hampers the user experience but also leaves Google Home at a competitive disadvantage, highlighting a crucial area for improvement in our redesign.

Design Interventions

In-App Contextual Help

1. Error messages with inline instructions - 🟢 High Impact 🟢 Low Effort;
2. Help center with tailored article suggestions - 🟠 Moderate Impact 🟠 Moderate Effort;
3. In-app guided tours for novices - 🔴 Low Impact 🔴 High Effort.

Increase Efficiency of Use

1. More accessible help service - 🟢 High Impact 🟠 Moderate Effort;
2. Simplified interaction with an Accelerator for faster troubleshooting process - 🟢 High Impact 🟢 Low Effort.

Ideation & Prototyping

Improve troubleshooting efficiency by adding entry points to provide solutions to error identified

Improve resource efficiency by adding tags of popular issues in the help center for faster navigation

Simplify interactions & troubleshooting processes with "Pin your help article" feature that allows users to switch between help article and device controller faster

Prototype Testing & Iteration

PARTICIPANTS

5 Google Home App Users; 3 First-Time Users

OBJECTIVES

Find out if users could understand the new interface & get access to help services more promptly

METHOD

Task-based Lab Usability Testing (Moderated; In-Person)

🟢 Participants Easier to find proper solutions to the errors in the app
🟢 More freedom to switch between screens when troubleshooting
🔴 Not sure about the meaning of the "Pin your help article" the icon at first
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Iteration - New Feature Announcement for "Pin your help article" to explain how it works