Date: 2022
Company: Arrival
Project: The Device App is a versatile digital product designed for engineers to use throughout the entire product lifecycle, from research and development to production and servicing. It leverages the latest IoT technology to enable remote vehicle servicing and maintenance.
Role: Head of design
Responsibilities: User experience strategy, design team management, design direction and product management.
Team: Head of design (x1), Product designers (x2), User researcher (x1), Product owner (x1), Engineers/developers (x20)
Challenge:
Arrival is revolutionizing the design and production of electric vehicles to promote end-to-end sustainability using a radical new method for large-scale electrification. To develop, produce and service these new smart vehicles, Arrival wanted to create a cutting-edge software application that engineers could use at all stages of the product lifecycle, from R&D to service and repairs.
This new generation in-vehicle electronic systems management software was to offer all major testing and diagnostics capabilities with an unparalleled elevated user experience compared to old-fashioned legacy automotive solutions, while incorporating new innovative features giving it a true competitive advantage in the market.
Solution:
When I joined the project, the product had been developed for 2 years with a feature development led approach rather than a user-centric one.
We organised a series of product workshops with senior stakeholders, product, and engineering leads to review the Connected Device application's business strategy, key features, and create high-level customer journey maps.
The product features would be accessible based on the amount of details each type of users might require - from R&D engineers needing very granular information and data, to production engineers focusing on testing and validation, and service engineers needing only high-level information to diagnose and repair vehicles.
This responsive SaaS app use IoT technology to enable real-time remote vehicle performance assessment and diagnostics. Some of the main features include vehicle configuration, systems and performance testing, location and health tracking, live and archived CCTV streaming, diagnose fault diagnostic, remote repair, parts ordering, service booking, and maintenance scheduling.
The product team designed the app in collaboration with the e-com and HMI teams to deliver an integrated, functional and beautifully crafted user experience in line with Arrival's core design principles.
Outcomes:
User experience product strategy
Customer journey maps
Product roadmap
User experience design and prototyping
Brand & design direction
Product concept video
App development
The launch scheduled early 2023 has been postponed following the company’s restructuring at the end of 2022.