Health & Fitness tracking
Services that offer health/fitness plans and tracking capabilities to users.
Strava
Home Workout
Sweatcoin
Fitness+Daily Care
Creating an ecosystem that helps users to connect with Philips devices instantly, enhance device usage with personalised settings and discover contents that empower, inform and inspire.
Established an ecosystem that helps users to connect with Philips devices instantly, enhance device usage with personalised settings and discover contents that empower, inform and inspire.
Established an ecosystem that helps users to connect with Philips devices instantly, enhance device usage with personalised settings and discover contents that empower, inform and inspire.
Role and contribution
I led the end-to-end design of Philips’ Daily Care app across iOS and Android, defining the design direction, establishing the design system, creating team rituals, delivering the product and scaling the design team.
Contribution
Strategy, Discovery Research, UX/ UI Design, Testing, Delivery
Team
Product Manager, Product Owner, Architects, Android & iOS developers, QA, Data Scientist, Researchers
Timeline
Oct. 2020 - Oct.2022
Outcome
- Launched the app and created the ecosystem from 0 to 1.
- Established a design system from the ground up to shift Philips’ approach from desktop to mobile
- Speed up the device pairing to 8.3 secs.
- Launched new format digital manuals to drive a self-service model.
Ethnographic research
Worked with 87 users in 2 countries to understand their feedback with connected and personal care related apps, here are some of the most popular services:
StravaHome WorkoutSweatcoinFitness+Connected home/
Smart home
Services that offer health/fitness plans and tracking capabilities to users.
Honeywell
Home Connect
Mi Home
Google HomePersonal Care/
Wellbeing
Services that offer wellbeing, personal care and mental wellness services to the users
Noom
Calm
Mind Doc
Sleep CycleConnected
Personal Care
Services that offer wellbeing, personal care and mental wellness services to the users
Health Mate
SamsungHealth
Fitbit
Apple HealthHealth & Fitness tracking
Services that offer health/fitness plans and tracking capabilities to users.
Connected home/
Smart home
Services that offer health/fitness plans and tracking capabilities to users.
Personal Care/
Wellbeing
Services that offer wellbeing, personal care and mental wellness services to the users
Connected
Personal Care
Services that offer wellbeing, personal care and mental wellness services to the users
Key user needs
Identified 4 user needs from the key takeaways in ethnographic research:
Seamless Integration
30% of Philips users have more than 2 Philips devices, in the meantime, users have more than 36 apps on their phone, they hope to integrate the app into one.
Grasp Key Information
Users want to see key information and actionable next steps at a glance. Detailed data did not need to be shown at the same time.
Purposeful Data
Users want their data fed back to them usefully - analysed and interpreted, so they can understand their lifestyles in more depth
Personalised touch
Users expect to have a personalised setup for their device and would like to understand the logic of the setting.
Seamless Integration
30% of Philips users have more than 2 Philips devices, in the meantime, users have more than 36 apps on their phone, they hope to integrate the app into one.
Grasp Key Information
Users want to see key information and actionable next steps at a glance. Detailed data did not need to be shown at the same time.
Purposeful data
Users want their data fed back to them usefully - analysed and interpreted, so they can understand their lifestyles in more depth
Personalised touch
Users expect to have a personalised setup for their device and would like to understand the logic of the setting.
Philips’ smart personal care products were fragmented across separate apps.
Philips is known for manufacturing smart devices in the personal care spectrum, each product has its own app. We worked with an external research agency to conduct quantitative research to identify the problem space:
Duplication of efforts
Even with an established product legacy, as the Philips product portfolio evolved, too much functionality was added to each smart device app, and the experience has become difficult for users.
Portfolio complexity
Philips app portfolio is polluted by a number of poorly rated apps that still rank high on the keyword search “Philips”, probably due to their length of time in the app store.
The App Store presence is currently untidy leading to poor ranking and discoverability of some important apps, and also brand dilution.
Challenge - One app for all Philips connected devices.
There was potential to explore new offerings by designing a platform that offered Philips’ various services under one umbrella.
Key features
Device pairing
Help users to pair with their Philips device instantly and address potential issues.
Home
Once paired with their devices, users would be able to understand the key information of their device and explore connected features.
Discover
Engage users with inspiring content and instructions associated with their devices.
Support
Self-service model to help users resolve issues with FAQs, digital manuals and video tutorials.
Profile
One profile, one place to manage service subscriptions, check product warranty and change account settings.
Design principles
Created design principles to guide our decision-making process. It helped us justify our design direction, and better inform stakeholders.
Make Data Valuable
Not only show the data, but translate data to help users understand the actions that need to be taken or the implication of it.
Personal & Personalised
Care is deeply personal in daily life. Learn and evolve with users. Let users understand they will be able to take control of their experience.
Be Accessible
Design for a diverse set of users, not only for the average user.
Beyond Connected Devices
Design not only for device usage, but also expand the device experience to help generate wider value to user’s daily life.
Design for Scaling Up
Think in systems and widespread context as the design elements need to be plugged into all of Philips’ personal care service.
Wellbeing
Think in systems and widespread context as the design elements need to be plugged into all of Philips’ personal care service.
Fact Based Design
Think in outcomes over output, create features based on data and analysis, that would result in driving actual behavioural change.
Native Led
Leverage native design elements first to be able to minimise user’s cognitive load and reduce engineering efforts.
Make data valuable
Not only show the data, but translate data to help users understand the actions that need to be taken or the implication of it.
Personal & Personalised
Care is deeply personal in daily life. Learn and evolve with users. Let users understand they will be able to take control of their experience.
Be accessible
Design for a diverse set of users, not only for the average user.
Beyond connected devices
Design not only for device usage, but also expand the device experience to help generate wider value to user’s daily life.
Design for scaling up
Think in systems and widespread context as the design elements need to be plugged into all of Philips’ personal care service.
Wellbeing
Think in systems and widespread context as the design elements need to be plugged into all of Philips’ personal care service.
Fact based design
Think in outcomes over output, create features based on data and analysis, that would result in driving actual behavioural change.
Native led
Leverage native design elements first to be able to minimise user’s cognitive load and reduce engineering efforts.
Win over stakeholders
To progress this product from 0-1, the key challenge in this project was balancing moving forward with designs, whilst collaborating with wider teams.
As this project would involve a wide spectrum of personal care businesses at Philips, I have worked with product managers to lead 4 key activities to manage stakeholders' expectations and win buy-in & support.
Vision alignment
Facilitated collaborative workshop with key stakeholders in wider teams to align product expectation, prioritise tasks, understand risks and ideate service concepts.
Milestone review
Worked with product manager to iterate and evolve the design & service gradually and present to VP level business leaders every 3 months.
Design show and tell
Led weekly design walkthrough event to introduce new ideas through concepts, ideas and prototypes to be able to gather feedback from key stakeholders.
Visual stand up
A weekly visual evidence-based stand up that involves all designers associated with this project. This helped all of the participants keep up to date with the latest progress from each team.
Vision alignment
Facilitated collaborative workshop with key stakeholders in wider teams to align product expectation, prioritise tasks, understand risks and ideate service concepts.
Milestone review
Worked with product manager to iterate and evolve the design & service gradually and present to VP level business leaders every 3 months.
Design show and tell
Led weekly design walkthrough event to introduce new ideas through concepts, ideas and prototypes to be able to gather feedback from key stakeholders.
Visual stand up
A weekly visual evidence-based stand up that involves all designers associated with this project. This helped all of the participants keep up to date with the latest progress from each team.
Core functions
Based on the outcome of user interviews and testing through a series of prototypes. We landed on a tab-based architecture and whittled down the user needs to five main areas.
The Store feature has been descoped from the initial launch, because of API and technical issues.
Home
Understand the information of connected devices and empower the experience.
Discover
Understand the information of connected devices and empower the experience.
Support
Self-service model to resolve issues with FAQs, manuals and tutorials.
Profile
One place to manage account, notifications, warranty and privacy settings.
Store
Browse, purchase products/ device accessories and track order history
Home
Understand the information of connected devices and empower the experience.
Discover
Understand the information of connected devices and empower the experience.
Profile
One place to manage account, notifications, warranty and privacy settings.
Support
Self-service model to resolve issues with FAQs, manuals and tutorials.
Store
Browse, purchase products/ device accessories and track order history
Information architecture
I’ve facilitated a workshop with core team members to map out all of the potential features in an information architecture.
Case study details upon request. See below for the current delivery in the app — It might take a second to load the animation in some screens
Start from device pairing
When researching other Philips connected apps with users, they would like to learn more about the logic of settings. When failing to connect with their device, users had a hard time troubleshooting connection issues.
Connect with a device
- Hand-holding instructions to help users understand the key requirements.
- Personalised setup with explanation to let users understand the right option.
- Secondary action to enable the troubleshoot flow.
Troubleshoot
- Break troubleshoot steps into digestible individual screens.
- Detailed step-by-step instructions and product photo for clear guidance.
- Any of the successful troubleshoot steps will bring users back to connecting their devices.
Define Home & Dashboard
With a time-pressed lifestyle, users just want to understand the key information of their device and get things done ASAP. Defined and created card, icon and widget based UI, allowing for scalable designs of the dashboard as additional features were developed with various business propositions.
Home /
Product card
- Title, connection status and product photo to highlight the current status of device.
- Bottom bar of the card provides the key information of the device.
Dashboard /
Informational icons
- Icon and data help users find out the current device status at a glance.
- Bottom card gives users detailed information and actionable items.
Dashboard /
Feature widget
- Title, icon and status to set users’ expectation on the functionalities of widget
- Summarised info and actionable insights to help users understand next step without opening it.
- Modular backend system allows business propositions to plug in their key features easily.
Discover inspirational content
Once users have paired with their Philips device, they would be able to discover expert articles and instructional videos related to their device.
I initiated a mobile friendly approach, and worked with content team to focus on portrait style videos, as that’s the most natural way to interact with the mobile phone while using Philips devices.
Make supportive content more accessible
Philips' user manuals are like a goldmine, but the current PDF file is not accessible for users. I’ve translated and extracted the PDF file into mobile friendly format. This transition looks to help the company to cut the cost of call centres, as users would be able to find product information in more streamlined ways.
This has influenced the organisation to start an internal project to transform all of the current/ future users manuals into mobile-friendly format.
One user profile for all connected devices
Based on the insights from user interviews, we distilled the key elements in subscriptions, data management and product warranty.
Highlighting the key information, helped users to grasp the essential information without getting into the secondary screens.
Formalise a native led design system
Worked with Philips design system team to create the first mobile-focussed design system in the organisation. All of the elements will be used by other business propositions to maintain cohesive designs.
Accessibility - Dynamic font sizes
To make this app more accessible for more users, we started with implementing dynamic font size in the accessibility features. I customised the font size to align with the original Philips design system, and created a font size table to help developers implement into iOS and Android.
