In a crowded industry of similar product offerings, OpenRoad helped Honeywell differentiate by creating the best possible digital experience for configuring and validating their new SmartLine device.
Imagine you’re building a smart product that promises to transform your customers’ businesses through reduced maintenance, smart integration, and easy implementation.
But then you find out that the process of actually configuring and ordering your product threatens to undermine that promise. There’s a tedious, error-prone, and complex specification process that your customers would have to go through, taking an average time of 140 minutes for each device. Shouldn’t your customers’ ordering experience be as smart and as easy as your product?
This was Honeywell’s dilemma—and their challenge—when they came to OpenRoad.
Honeywell wanted a “best-in-class user experience” for their online tool. But what did that mean to the users themselves?
We decided to find out by actually asking them.
OpenRoad talked to Honeywell customers in the field—both distributors and direct buyers—and used that research to identify what was essential to them and what wasn’t.
Through comparative and competitive research, technology prototyping, and user interviews, we were able to uncover insights that further informed the design and development of the tool.
Normally, performance specifications for a product would be finalized before building the product’s ordering tool. But not in this case. We needed to work alongside the product team.
OpenRoad built a system that adapted to product development changes, constantly iterating our tool along with the Honeywell’s development team. This approach allowed us to launch the tool even before the hardware was brought to market.
We knew we could make a complicated set of rules feel easy to the customer, and we knew we could make the system architecture flexible enough to accommodate ongoing changes in specifications.
Then a new challenge arose.
We soon discovered that standard mathematical modeling and simulation tools ideal for obstacle interference and collision detection did not integrate well with the required responsive web design.
By working closely with the Honeywell engineers in an Agile framework, the OpenRoad team was able to quickly respond to challenges while always moving closer towards the features that users actually needed and wanted. (And even a few features that users didn’t know they wanted until they saw them.)
The user interface was designed to keep distractions to a minimum, not overwhelming the customer with the sheer number of options, and inject some delight into the process through the use of subtle animations, fast response times, and clean design elements.
When we began the project, customers would have needed an average of 140 minutes to use the manual method of product specification, using tedious look-up tables and spreadsheets.
Honeywell was hoping for 70 minutes.
Our online ordering tool did it in just 30.
3.6x faster with fewer errors