Background

The Everon platform is a complete reimagining of the flagship customer engagement platform eSuite – used by Everon (formerly ADT Commercial) customers to monitor security and life safety activity at their locations, pay bills, manage users, run reports, manage alarm codes, and much more.

The team took an approach to the redesign that followed the following principles:

• Simple

• Loveable

• Complete

The resulting design is sleek, modern, intuitive, and powerful. While there are many redeeming qualities of the new experience, I wanted to ensure that users’ goals were being met by the new design, as well.

Role

• Head of UX

• Led UX strategy, research, and design

• Oversaw external UX and UI resources

Approach & Impact

• I joined this project, mid-stream when I was hired to create and lead the UX team at ADT Commercial before its acquisition by a private equity firm for $1.6 billion in August of 2023.

• The project was led by the Product Manager and Engineering Manager, in coordination with multiple agency partners – so there was a heavy reliance on contractors for UX design & research.

• Before I joined the team, insufficient time and effort were dedicated to usability testing and gathering feedback from the five beta customers using the new platform. I quickly jumped in by interviewing beta testers to gather feedback on how the new platform was performing.

• Some of the key opportunities uncovered during UX research:

  • The new UX oversimplified some details that users found valuable when investigating event history, leaving out crucial data to help them accomplish their goals.

  • The service request flow was perceived to be cumbersome and disorienting to some users.

  • Contact management could be confusing to navigate.

  • Some commonly used reports were missing, while other reports showed no data at all.

  • Many users would prefer to customize their experience instead of being stuck with the layouts provided by default.

  • Some high-priority tasks took too many clicks to perform vs. similar functions in the predecessor app’s experience.

• I began working on a series of iterations based directly on the feedback I received. The improvements are currently in development, with plans to roll out in future releases of the application.

The gallery below shows some of the user feedback artifacts, UI designs, and improvements to mitigate customer feedback.