Product Setup
The Goal
To enhance product adoptability, eliminate confusion and friction points, and ease the installation process of the BlackBerry IVY product.
The Process
Research
We centered users in product development by applying a Customer Experience Outcome (CXO) methodology supported by a comprehensive survey. I designed the survey structure using user flow maps to align questions with activity phases, helping identify pain points, reduced adoption, lower CSAT, and increased drop-off.
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Validate
I ensured research feedback was accurately implemented by leading a data extraction process that streamlined user feedback into JIRA through issue prioritization highlighted by frequency and severity to address key pain points in releases. To ensure the feedback being implemented was cohesive, I created a BlackBerry-branded web style guide flexible for AWS and development teams alike.
Implement & Iterate
Before scoping, I engaged stakeholders and created wireframes/workflows to guide fixes. After implementation, I refined CXO survey questions and cyclically delivered them with each release to validate whether changes met user needs or not, and to continue to expose future issues.
Key Success Metrics
Product Setup Time
Reduced by Approximately
99.7%
Captured by a Time To Completion (TTC) Metric.
Internal Software Devleopment
​Teduced churn on deliverables from
14% to 10%
For an improvement of approximately 29% in development speed.
Product Partners
Increased to over
40
Tier 1 OEM partners Including Bosch, Mitsubishi, Michelin, and More.
Customer Satisfaction Score
Increased from
30% to 82%
For an approximate 173% increase in customer satisfaction.
Reflection & Lessons Learned
BlackBerry IVY was a very large and complex project with a user base that was incredibly technologically inclined.
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If presented with another challenge similar to IVY I would:
Keep my Ear Close to the Ground
Working with BlackBerry IVY revealed how quickly the automotive industry was shifting toward software-defined vehicles. The experience highlighted the need to continuously monitor industry trends to anticipate changes and design solutions that keep pace with evolving technology.
Be More Involved with Project Planning
UX was new to the IVY team, and integrating it into planning was challenging. Engaging with Project Management earlier could have accelerated the UX rollout, but the process ultimately strengthened our team’s bond.
Keep it Simple Silly...
Early CXO surveys matched questions to processes 1:1, creating hundreds of questions and slowing both users and project timelines. Simplifying the surveys and focusing on key questions improved efficiency and kept projects on track.