Brivo Device Installation Experience
Brivo resellers needed a more efficient way to add and configure physical devices, such as door readers and cameras. The goal was to reduce installation time from days to hours while improving user satisfaction. By templatizing device settings, enabling bulk device additions, and introducing a more visual installation interface, we streamlined the process and enhanced usability. Testing confirmed significant efficiency gains, with high user satisfaction.
Discovery
We started by interviewing resellers and their installation technicians to better understand their daily workflows, with a focus on their experiences installing Brivo devices.
Through these conversations, we uncovered several key pain points, which we then validated using data from Google Analytics. The most pressing challenges included the inability to add multiple devices at once, the lack of a clear way to visualize device locations or network connections, and the significant time required to complete an installation. Additionally, we identified an overwhelming 25 individual input fields required for setting up a single door. Based on user interviews and testing, we streamlined this process, reducing the number of fields to 10, significantly improving efficiency and ease of use.
Ideation
Next, we translated our interview findings and identified pain points into a user journey, incorporating empathy mapping to capture the technicians' experiences. We then brought this journey into workshops with key stakeholders, where we facilitated brainstorming and sketching sessions. To ensure alignment, we collectively reviewed and voted on ideas, refining our direction based on shared insights.
To address the key challenges identified earlier, we templatized device settings to simplify configuration, enabled the ability to add multiple devices at once, and redesigned the device list to be more visual, allowing technicians to see connections and relationships rather than just a static list. These improvements aimed to streamline the installation process, reduce setup time, and enhance overall usability.
User Testing
We took the most well-aligned ideas and developed them into prototypes, which we then tested with actual users. To measure success, we tracked time on task and used a Single Ease Question (SEQ) survey. A minimum score of 5.6 out of 7 was required for a prototype to pass. The highest-performing prototype scored 6.27 out of 7, indicating strong ease of use and high user satisfaction. Additionally, 90% of users rated the experience as an improvement over the current system.
Iterate
After testing, we refined the design by making small iterations based on user feedback. We then showcased the solution to resellers and users at industry trade shows, gathering additional insights and validation. The solution is now being implemented in phases as part of a larger ongoing effort.
Results
Streamlined the setup process by identifying the most essential fields, reducing the number required for a single door from 25 to 10 based on user testing.
Automated panel and board additions, significantly reducing setup time and improving efficiency.
Achieved a high SEQ score, with the top-performing prototype scoring 6.27 out of 7, demonstrating improved usability and user satisfaction
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