Research Process

Due to the complexity of the system and the multiple internal teams of stakeholders involved in the project, the research team decided to include early hypothesis testing based on the diverse points of view about the relevance of having data analytics. The research results were used in immersive ideation sessions with the client to create tailored data analytics for each one of the user groups identified in the study.

About the information architecture, the research team found different levels of expertise between regular users and technicians in charge of installing and repairing the water heater and AC systems. In the same way, we found additional technical terms from other brands and old models used in different equipment. To unify the different user flows and terminologies, the team proposed an integrated information architecture for the app and HMIs with similar information flows and shared features to reach a consolidated UX for all the actors involved in the system.