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Madhuri Satish

My Dell Mobile

Empowering Dell customers and small businesses with seamless device management through MyDell Mobile

MOBILE APP

UX STRATEGY

B2B & B2C

DESIGN SYSTEM

AGILE UX

VISUAL DESIGN

Role

Senior Product Design Consultant for Dell

Timeline

10 months | Jan'22 to Nov'22

Responsibilities

Cross-function team collaboration, Research analysis, UX Strategy, Design system, Visual design, Design presentations & documentation

Status

Available on App Store & Play Store in North America

MyDell Mobile is a companion app tailored for Dell customers and small businesses, streamlining the management of Dell devices and inventory.

Problem Statement

Fragmented Customer Experience

The customer journey here represents the gap in customer engagement on different channels & devices

Dell's current customer service approach relies on disparate platforms (web, on-the-box instructions, mobile app) leading to a disjointed user experience. This lack of platform integration creates inefficiencies for both customers and Dell's service teams.

Platform Inconsistency: The customer journey across web, retail outlets and on-the-box instructions is fragmented.

Confusing Out-of-Box Experience: Setting up new Dell products is confusing due to excessive interaction points and inconsistent instructions.

Agile Design Process

Leveraging an Agile development methodology, I actively participated in cross-functional collaboration across multiple sprints. Our design team of 2, worked closely with internal (product, engineering, legal) and external teams (user research) to prioritize user and business needs for incremental feature releases.

Feature Reviews: Facilitated early feedback and iteration on new features post the initial demos by the development team.


Adherence to design standards: Design compliance check to ensure consistent brand & visual identity across various channels.


Content compliance: Emphasizing on the tone of voice &        vocabulary used.

User Research

The user research for this app was conducted by an external team called Appaulse. The process involved is as follows- 
 

  • Developed prototypes for key user flows to be tested.

  • Shared these prototypes along with pertinent questions with the research team.

  • Occasionally participated in user interview and report readout calls.

  • Analyzed findings comprehensively and designed new flows or updated existing ones accordingly.

Dell Customers

Customers who already own or have purchased a Dell device through the Dell website or a retail outlet. 

Small Business Owners

Small businesses with up to 100 employees using Dell devices, categorized into two user groups: SB Admin and SB Employee.

Target User Groups

Small Business - Inventory Management 

Use Case - In a small business comprising 50 employees and a single owner, the owner purchases 50 Dell laptops, as well as keyboards, mice, and monitors for the team.

Owner/Admin

  • Allocate laptops and accessories to employees and oversee these assignments.
                            

  • Maintain inventory by adding more units and managing device warranties.                           
         

  • Manage user accounts and permissions.

  • View employee list and assign new devices or un-assign existing devices and track device assignments for each employee.
     

  • View all devices - their warranty status and assignment history & Add more devices from previous orders. Check for unassigned devices & manage the inventory accordingly
     

  • Manage company profile, including previous orders,employee access & account activity. 

User

Key Tasks

App Features

  • Track all items in shipment directly from the dashboard & on the Order History section 
     

  • Access tutorials for setting up devices, transferring files, and installing new software                                                                     

  • Utilize illustrations and animations for enhanced product understanding
     

  • Chat with Dell Support, access FAQs 

  • Check assigned devices and track shipments  
       

  • Access device details & setup the new device               

  • Set up accessories                                                  
     

  • Manage profile settings and notifications.

Employee

Dell Customer - Device Management 

Use Case - A Dell customer who already owns a couple of Dell devices, has recently purchased a laptop. To quickly set up and start using his laptop, he searches for device setup tutorials on YouTube.

Consumer

  • Manage all the Dell devices he owns                         

  • Quick solution needed for device & order related queries                                                                                                                                            

  • Information related to seting up devices, software updates, subscriptions

  • An overview of all the devices - including warranty information and device health can be viewed on the Dashboard                     

  • App Support for easy connect with Dell IT - FAQs & chatbot features                                                                                                

  • The Device details section provides illustrated tutorials for device setup, warranty details & recent software updates

User

Key Tasks

App Features

Dell Customers who purchase devices online or offline​

Small Businesses whose employees use Dell devices

Target User Groups

Sub text

My Contribution

Joined the MCSG (Modern Computing Solutions Group) team at Dell in March 2022 and played a key role in enhancing the MyDell Mobile app experience over 10 months. Contributed to the successful delivery of app versions 1.1, 1.2, 1.21, and 1.3.

  • Collaborated in weekly meetings with Product and Business heads to align design direction with the product roadmap.

  • Developed interview and survey questions for the external user research team (Applause).

  • Analyzed user reports and recordings provided by the research team.

  • Designed user flows utilizing the Dell Design System (DDS 2.0) accounting for all possible user scenarios & creating components as & when needed.

  • Prototyped user flows for user testing, facilitating feedback and iterative design improvements.

  • Conceptualized the north star vision for MyDell Mobile, establishing long-term design goals for the product.

Feature List 

Each of these features mentioned below, underwent multiple iterations and feedback rounds before being tested and implemented.

During my tenure on this project, I contributed to developing app releases 1.1, 1.2, and 1.3.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Impact

180+

SMALL BUSINESSES 

10,000

MONTHLY ACTIVE USERS

🏆 Bronze 

AWARD - DELL INNVOVATION AWARDS

Learnings &
Takeaway

Working with Dell required rapid adaptability due to involvement with numerous teams and stakeholders. My 2-year tenure at Dell enhanced my understanding of design's function and significance in a large organization, along with the challenges encountered.

  • The importance of thorough documentation in agile teams for ensuring clarity and alignment.

  • Understanding the benefits and drawbacks of integrating design systems into workflows.

  • Overcoming challenges when collaborating with cross-functional teams across diverse geographies.

  • Adapting design processes to accommodate the dynamic nature of product and business requirements.

  • The significance of collaboration tools such as Jira, Confluence, and Asana.

Impact

User Testing was conducted on the 1.3 version of MyDell Mobile which encompassed some critical features like - Faster Login Experience, Order Tracking, Customer Support, etc

When asked about the new login experience (Phone's unlock mechanism), 88% of the users had a positive experience. 

On testing, 73% found the 'Track Order' feature easy to locate. Users also appreciated the timeline of order shipping, which made the waiting time more engaging.

App Support - 87% said chatting with Tech Support met their expectations & the Support Articles in particular were very helpful.

User Index Benchmark

4.1

It measures User Experience based on four dimensions- Usefulness, Satisfaction, Ease of Use, and Reliability.

The User Index value ranges from 1 to 5, with 4.2 to 4.7 considered good and greater than 4.7 considered excellent.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

Improved Order Tracking

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed and designed a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

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Use this space to promote the business, its products or its services. Help people become familiar with the business and its offerings, creating a sense of connection and trust. Focus on what makes the business unique and how users can benefit from choosing it.

Improved Login Experience

"Logging in was easy with my Dell.com account, but I found the verification step cumbersome. After hitting login, I was redirected to a website to enter my credentials instead of staying within the app. Then, I had to retrieve a one-time passcode from my email to complete verification and successfully log in."

In addition to direct login using Google accounts, we proposed a solution where users could use their phone's unlocking mechanism to log into the app.

​

In version 1.3 of the app, we implemented the 'Faster Sign-in' design, allowing users to use their passcode or Face ID to unlock the app. This feature significantly enhanced the experience, with 88% of users responding positively to it.

View Prototype
Order Updates

"Order History was difficult to find. My laptop order has been stuck in the confirmed stage for 10 days now"

In the 1.0 version of the app, the Order History feature was solely accessible under the profile section, requiring additional navigation.

 

I proposed  a solution where users could access 'Order History' from two touchpoints - the Home screen and the profile screen. Since customers frequently check their order status while awaiting delivery, adding a 'Track your order' link on the homepage improved the experience.

​

Order Tracking Timeline - To keep the customer informed about their order status, I proposed a detailed timeline including all internal stages in the order delivery process.

View Prototype
Dell Support

" To contact tech support, I logged into my Dell account through the website or occasionally called the customer support number. I also watched a YouTube tutorial for a problem I encountered with my Dell laptop."

In the 1.0 version of the app, users were provided with setup guides and device setup videos, which, while helpful, did not address all potential issues.

I proposed a solution to introduce a Support Tab dedicated to addressing all device and app-related issues. This included app FAQs, Chat Support & Device specific support articles.

View Prototype
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