Brivo Device Installation Experience
As the lead product designer for the Brivo device installation experience, I partnered with product and engineering to reimagine how Brivo resellers install and configure access control devices. Our goal was to reduce installation time from days to hours while improving usability and satisfaction across the reseller ecosystem.
I worked closely with PMs, engineers, and resellers themselves to define requirements, align on goals, and validate our approach through iterative testing.
Problem
We began by interviewing resellers and their installation technicians to gain a deeper understanding of their daily workflows, with a particular focus on their experiences installing Brivo devices.
Resellers and technicians faced long, error-prone installation workflows, requiring up to 25 individual fields for each device. This slowed adoption and caused friction during on-site setup.
Approach
We validated findings with usage data from Google Analytics, confirming key issues:
No ability to add multiple devices at once
No way to visualize device locations or network connections
Complex, 25-field setup process for each door
Using these insights, we streamlined configuration to just 10 essential fields, significantly improving efficiency and accuracy.
I mapped user journeys and facilitated empathy workshops with stakeholders to align on priorities. Together, we explored concepts that:
Templatized device settings for faster configuration
Enabled bulk device additions
Introduced a visual installation view to show device relationships
These concepts were developed and refined collaboratively with PMs and engineers to ensure technical feasibility and alignment with Brivo’s platform roadmap.
User Testing
I designed and tested interactive prototypes with real installers, measuring:
Time on task for common workflows
SEQ scores to gauge ease of use
The highest-performing prototype scored 6.27 / 7, exceeding our 5.6 target. 90% of participants rated the experience as an improvement over the previous system.
Based on feedback, we iterated and showcased the solution at industry trade shows, gathering further validation before phased rollout.
Iterate
After testing, we refined the design by making small iterations based on user feedback. We then showcased the solution to resellers and users at industry trade shows, gathering additional insights and validation. The solution is now being implemented in phases as part of a larger ongoing effort.
Impact
Automated panel and board additions, cutting configuration time dramatically
Reduced setup fields from 25 to 10, improving speed and clarity
Achieved 6.27 / 7 SEQ score, demonstrating high usability and satisfaction
Strengthened reseller trust and reduced technician onboarding time
Property of Brivo
