Pioneering UX in Robotics:
Building the Foundation
My Role
UX Researcher
UX Designer -
Deliverables
Research report
Clear Handover plan
Next steps
Timeline 2024
6 months
Company
M**** I***** Robots
Overview
Over a six-month project, I started to developed a reliable customer database and laid the groundwork for a comprehensive journey map by gathering and verifying cross-departmental data. Establishing direct customer feedback channels, I increased data credibility to 95%, enabling data-driven decisions. We also planned for AI integration to ensure scalability. This project clarified user journey pain points and departmental roles, setting the company up for future growth.
As a UX/UI Designer, I focused on making version 4 of the robot control software intuitive. Weekly usability and A/B testing, along with collaboration with developers and stakeholders, helped refine a user-centered, effective interface that aligned with user needs and business goals.
Mission
To create a robust customer database and a customer journey map that increases data reliability and highlights pain points to make data-driven decisions that support sustainable growth and improved user experiences.
Problem
Company’s current customer data management system lacked the reliability and integration necessary to provide actionable insights for decision-making. Data credibility ranged between 75-80%, largely due to limited direct contact with end-users. They needed a system that could increase data reliability, provide continuous user feedback, and incorporate AI in the future for scalability and real-time insight.
This will allow them to understand customer pain points better, clarify departmental roles in the customer experience, and support sustainable, data-driven growth.
Methodology & Research Plan
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Outline the project’s goals to increase data reliability, facilitate customer feedback, and lay the groundwork for future AI integration.
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Each data source provided a unique perspective on customer interactions, pain points, and expectations. This collection phase laid the foundation for a comprehensive view of customer experiences.
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Using tools like Excel, I sorted and classified data points, creating structured categories for ease of analysis. Power BI and EnjoyHQ facilitated data visualization, enabling quick identification of patterns and trends across customer interactions.
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To ensure data reliability and accuracy, we established verification protocols. This included cross-referencing with department heads, engaging in in-depth interviews with key stakeholders, and conducting internal reviews. We set up parameters to assess and increase data credibility, aiming for a 95% reliability rate by filtering out inconsistencies and confirming data accuracy with relevant teams.
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Using the same tools I analysed the data findings insights into customer behavior and satisfaction levels. Through EnjoyHQ, I organized qualitative data from user feedback and internal interviews, providing a deeper understanding of customer expectations and pain points.
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Recognizing the importance of an effective journey mapping process, we collaborated with Universal Robots, taking inspiration from their creative approach to user journey mapping. Sharing is caring and you get better ideas if you do.
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To ensure a continuous and reliable system for gathering insights, we implemented a direct communication channel with users. These feedback loops allowed us to maintain an accurate, dynamic understanding of the customer experience over time.
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Using insights from data analysis, internal and external interviews, and direct customer feedback, we developed a comprehensive customer journey map. This map visually represented customer pain points, departmental responsibilities, and potential opportunities for improvement. This collaborative process, inspired by Unversal Robots’ approach, helped the company create a clear, actionable path for enhancing user satisfaction.
Enhancing Reliability and Usability was my UX Journey at this top robotic company
Solution
The final solution included a customer database with a streamlined, user-friendly interface and integrated direct feedback channels:
High Reliability (95%): New data organization and verification processes raised data credibility to the desired level, providing us with dependable insights for customer-centric decisions.
Customer Journey Map: The journey map visually captured user pain points and department responsibilities, helping teams better understand where improvements were needed.
Direct Customer Communication: Regular surveys and feedback channels were implemented to maintain a steady flow of accurate user data.
AI-Driven Scalability: The database was designed with future AI integration in mind, enabling the company to automate reporting and scale its data capabilities.
Enhanced Decision-Making: With more reliable data, we could align cross-functional efforts, make informed decisions based on real user feedback, and strategically support customer-centric growth.
UX UI DESIGNING
Weekly usability tests: Conducted every Friday with 5 participants to gather real-time feedback and iterate on design decisions.
A/B testing: Occasionally performed to compare different versions of design elements (dashboards, settings, actions…) and identify the most effective user experience.
Version 4 of the software: Focused on designing the interface to be user-friendly and intuitive, ensuring seamless interaction for robot operators.
Continuous iteration: Used feedback from usability and A/B tests to refine the interface, optimizing usability and functionality based on user needs.
Collaboration: Worked as part of the team to ensure the design was data-driven, meeting both user expectations and business goals.
Next steps
AI Integration & Scalability:
We will integrate AI into the customer database to automate data analysis and provide predictive insights, allowing for more efficient decision-making and scalability of the system.Expanded User Feedback Loop & Continuous Iteration:
We will continue gathering user feedback through regular surveys and usability tests, ensuring that the software evolves based on real user needs and enabling continuous improvements in usability and functionality.Cross-Department Collaboration & Journey Mapping Updates:
We will strengthen collaboration across departments to align goals and responsibilities, ensuring that insights from user feedback are incorporated into the ongoing development of the software and customer journey map.
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