Alarm.com User Management

Design a solution catering to TELUS-Alarm.com account holders, empowering them to invite and manage users and their permissions.

Client

TELUS Digital

Year

2019

Role

UX/UI Designer

After TELUS acquired Alarm.com, integrating user management for home security into My TELUS account management system required a scalable, user-friendly solution, as the platform lacked the necessary infrastructure for these features.

Success Metrics

Within an 6-month timeframe, our goal will be assisting 400 customers in inviting users to manage home security within their residences. and facilitating the successful acceptance of 300 invitations by designated users.

Research

To guide our efforts, we identified key questions to answer:

What challenges do users face in the Alarm.com user management experience?
How many users typically create profiles for household members?
What are the obstacles if users do not migrate their accounts?

‍
To answer these questions, we employed the following research approaches:

Stakeholder and Alarm.com Interviews

Collected anecdotal feedback from Alarm.com stakeholders to understand existing pain points and user behaviors of their platform.

Technician and Call-Centre Interivew

Conducted interviews with technicians and call-center representatives to identify common user questions and challenges during installations and calls.

Alarm.com Workflow Audit

Reviewed existing workflows to determine what worked and needed adjustments for the experience migration to My TELUS.

Key Insights

Based on the research I conducted, we were able to distill our findings into some key insights:

Users are unfamiliar with the experience

Migration to My TELUS introduces a new platform, leaving users uncertain about the process.
‍
Recommendations:

Provide clear, quick educational materials embedded in the setup flows
Utilize guided steps to build confidence and streamline onboarding

The migration process may require too much manual input

Users must re-invite individuals, making the process feel tedious and time-consuming.

Recommendations:

Enable bulk invitations to simplify the setup process for households or multiple residences.

Users are confused about the separation of Alarm.com and My TELUS

Users may struggle to understand the distinct roles and capabilities of My TELUS and Alarm.com, leading to workflow disruption.

Recommendations:

Clarify platform functionality during onboarding and align workflows with familiar ADC patterns.

Process &
Solution

Based on our insights and recommendations, I started to put some ideas together for the experience:

Ideation

The team explored ways to simplify the migration process through sketching and brainstorming. Along with migration experience, we also planned out the capabilities of the user management and permissions portal.

Tools & Design Documentation

Created wireframes and journey maps in Figma to explore ideas. Iterative high-fidelity moackups were tested with users.

Collaboration with Teams and Stakeholders

The project involved extensive collaboration with the ADC team, TELUS’ home security team, marketing, and other stakeholders. Regular communication ensured that the migration plan adhered to security requirements and customer needs.

Home Security Role Manager Dashboard and Security Permissions

The interface simplifies the invitation process, supporting bulk invitations for multiple households. This feature ensures efficiency, particularly for new users setting up home security for the first time.

Subscriber Invitation

This experience empowers account holders to easily invite individuals to oversee home security controls. The interface simplifies bulk invitations for multiple homes, a benefit for new users just starting to invite subscribers as it streamlines the invitation process.

Accept Invitation Flow

The onboarding flow for ADC subscribers migrating to My TELUS includes clear, structured steps. It enhances transparency, clarifies the roles of both platforms, creating a more intuitve experience.

Results

Despite our initial goals, the outcomes of the experience did not meet our expectations. Our product goals were not aligned with the overall business goals, which impacted our results.

We had assisted 218 account managers successfully invite subscribers to their account but only 198 accepted invites.

Lessons Learned

The project provided valuable insights that contributed to its success and influenced my approach to future work.

Aligning Goals Across Teams

The involvement of multiple stakeholders required consistent alignment and communication. Gaps in coordination led to delays and misaligned expectations, ultimately impacting the launch.

Prioritizing Regular Communication

Frequent check-ins and progress reviews are essential to ensure that all teams remain aligned, especially in complex, cross-functional projects.