Highlight
For my first project at MSI, I co-owned the design process for the Simplified Device Configuration app, tackling the long-standing issue of configuration complexity with an intuitive approach.
The app successfully launched on both Apple and Google app stores in October 2023, decreasing device setup time from 45 minutes to under 10—a 78% reduction that transformed the configuration experience for customers.
Overview
This configuration app is designed for the new TLK 25 device in the WAVE PTX series.
Small to medium-sized businesses relying on push-to-talk devices previously struggled with complex configuration processes requiring technical expertise and multiple steps. Without dedicated IT staff, many customers experienced frustration with traditional web-based configuration tools, leading to support calls and deployment delays.
This companion app simplifies this process through guided setup, QR code scanning for instant device recognition, and visual confirmations that eliminate confusion.
What I Did
Analyze user workflows to align business requirements with actual user needs, validating the mobile-first approach with quantitative setup time measurements.
Led a collaborative design workshop using journey mapping and pain point prioritization techniques with cross-functional teams to identify critical friction points in the configuration process.
Created wireframes and prototypes for the MVP, balancing a strategic approach to streamline workflows with product constraints and cost estimates.
Ensured implementation fidelity through weekly developer handoff sessions, detailed component specifications, and accessibility reviews, collaborating with my co-designer to maintain consistency across iOS and Android platforms.
Conducted usability testing with 12 participants across 3 customer segments???, identifying and resolving 5 critical usability issues before launch including terminology confusion and connection feedback problems.
Result & Impacts
The app has transformed radio deployment for customer. What once took technicians 45 minutes now requires less than 10 minutes—a 78% reduction in initial setup that improves efficiency for both partners and customers.
MVP Overview
Problem Space
To ground my approach, I conducted stakeholder interviews with key stakeholders to understand multiple perspectives. Here's what I found:
Business Need: MSI aimed to increase enterprise radio device profit margins by establishing direct customer relationships, reducing dependence on resellers who typically managed complex configuration.
Partner Need: Resellers wanted a streamlined workflow, as the existing web portal required 40 minutes to configure just 20 devices.
Customer Need: Small-to-medium businesses needed simplified configuration and troubleshooting tailored to non-technical users.
This research revealed a clear opportunity: creating a self-service solution that would address all stakeholders' needs while simplifying the configuration experience.
1/5 Research & Vision Refinement
To validate our approach:
I analyzed 5 customer facing hardware products and how they used a mobile companion app.
Led a half day workshop with cross-functional team members to identify and prioritize pain points
Research Impact: Research showed most of large device manufacturers offer companion apps. With SMBs representing 85% of our TLK device customers, a self-service mobile app directly addressed our primary market's needs.
Workshop Outcome: By the end of this phase, we aligned on three core features: guided setup wizards, QR code scanning for device recognition, and clear visual feedback throughout configuration.
2/5 Strategic Design Definition
During a 4-day workshop with two designers and our solution architect, we tackled key challenges:
Simplifying Technical Complexity: When our architect advocated keeping all settings, I created two competing prototypes—one comprehensive and one wizard-based. User testing showed the wizard approach completion time by 65%??, convincing the team to adopt the streamlined approach.
Creating an Intuitive Flow: I reorganized the web portal's disjointed 27-step process into a logical 12-step mobile flow: device addition → group creation → settings configuration → deployment. Adding progress indicators and conversational guidance made it more approachable.
Solving Device Identification: For users setting up multiple identical radios, we designed a feature allowing the app to trigger device vibration or LED patterns, eliminating confusion during configuration.
By the workshop's end, we had a comprehensive blueprint for the app – detailed user flows, wireframes for key screens, and a shared understanding of how the product would work. This gave the development team enough detail to provide an accurate cost estimate and timeline.
3/5 Prototype Development
Working with another designer, I developed our ideas into a full prototype:
We created detailed wireframes for every screen in the user journey, from initial login to successful device deployment. I focused particularly on the onboarding experience and the guided setup wizard, ensuring each step was clear and intuitive.
We built interactive prototypes for both iOS and Android platforms, allowing stakeholders to click through the entire experience.
Throughout development, we conducted testing sessions with colleagues, gathering feedback and refining the design. These iterations helped us identify and address potential issues before presenting to the development team.
Our prototype demonstrated both improved efficiency and ease of use, which helped us secure approval for development.
4/5 Development Support
From March through October 2023, I worked closely with our engineering team to bring the design to life:
Creating Detailed Specifications: I developed comprehensive user behavior stories documenting how each feature should work, including edge cases and error states. These detailed specs reduced back-and-forth questions during development and helped keep the project on track.
Adapting to Technical Realities: As development progressed, we encountered some technical limitations with Bluetooth connectivity that affected our device identification feature. I collaborated with engineers to create an alternative using LED patterns, preserving functionality without impacting timelines.
Continuous Testing and Refinement: Every week, I tested the latest builds on actual devices, documenting UI issues and functionality gaps. This ongoing involvement helped catch and address dozens of small issues before they became bigger problems.
5/5 User Validation
As we approached launch, ensuring usability became our next priority:
I partnered with Human Factors researchers for a thorough heuristic evaluation that identified several usability improvements around error recovery and user feedback.
When faced with limited research resources, another designer and I conducted customer testing sessions both on-site and remotely.
We compiled all feedback into actionable improvements and implemented them before launch. Simple changes like revising terminology, adding progress indicators, and enhancing visual feedback significantly improved the user experience.
Outcome
The Simplified Device Configuration app launched in October 2023 with significant impact:
Configuration time dropped from 40 to under 10 minutes, delivering substantial time savings and business value for both partners and end customers.
Sales for the TLK 25 device increased 36.16% in 2023, representing a 17.82% growth over 2022 figures, with the app frequently highlighted as a key differentiator in sales presentations.
Key partners provided enthusiastic feedback on how the streamlined process improved their efficiency and customer experience.
This project taught me valuable lessons about challenging established workflows, collaborating across disciplines, and maintaining focus on user needs. By transforming a complex technical process into an intuitive experience, we created value for all stakeholders while establishing direct relationships with our customers.
