Thermostat Installation
Thermostat Installation
Thermostat Installation
I redesigned the internal tool for thermostat installation to better support technicians in the field, focusing on clarity, accuracy, and confidence at critical moments in the install flow.
I redesigned the internal tool for thermostat installation to better support technicians in the field, focusing on clarity, accuracy, and confidence at critical moments in the install flow.
I redesigned the internal tool for thermostat installation to better support technicians in the field, focusing on clarity, accuracy, and confidence at critical moments in the install flow.
2025 | Lead Product Designer
2025 | Lead Product Designer
2025 | Lead Product Designer
Challenge
Challenge
Challenge
Technicians were installing thermostats using an outdated, under-guided app that required manual interpretation of dense documentation at critical moments. This led to frequent installation errors, safety risks, and repeat service visits, which costs the company more than $500,000 annually.
Technicians were installing thermostats using an outdated, under-guided app that required manual interpretation of dense documentation at critical moments. This led to frequent installation errors, safety risks, and repeat service visits, which costs the company more than $500,000 annually.
Technicians were installing thermostats using an outdated, under-guided app that required manual interpretation of dense documentation at critical moments. This led to frequent installation errors, safety risks, and repeat service visits, which costs the company more than $500,000 annually.
Design Solution
Design Solution
Design Solution
A guided, step-by-step installation experience that intentionally slows technicians at high-risk moments, provides just-in-time instruction, validates critical inputs, and automatically programs the thermostat; transforming installation from a memory-based task into a reliable, system-supported workflow.
A guided, step-by-step installation experience that intentionally slows technicians at high-risk moments, provides just-in-time instruction, validates critical inputs, and automatically programs the thermostat; transforming installation from a memory-based task into a reliable, system-supported workflow.
A guided, step-by-step installation experience that intentionally slows technicians at high-risk moments, provides just-in-time instruction, validates critical inputs, and automatically programs the thermostat; transforming installation from a memory-based task into a reliable, system-supported workflow.
Increase compliance to SOP
Increase compliance to SOP
Increase compliance to SOP
Eliminate guesswork
Eliminate guesswork
Eliminate guesswork
Automate where possible
Automate where possible
Automate where possible
Before
After
Impact
Impact
Impact
The new experience is longer — 13 screens instead of 8 — but meaningfully better:
The new experience is longer — 13 screens instead of 8 — but meaningfully better:
The new experience is longer — 13 screens instead of 8 — but meaningfully better:
Projected to decrease installation errors by 60%
Projected to reduce home damage costs by ~$320,000 annually
Increased technician confidence
Enabled improvement over time with scalable system and data collection
Projected to decrease installation errors by 60%
Projected to reduce home damage costs by ~$320,000 annually
Increased technician confidence
Enabled improvement over time with scalable system and data collection
Projected to decrease installation errors by 60%
Projected to reduce home damage costs by ~$320,000 annually
Increased technician confidence
Enabled improvement over time with scalable system and data collection
By prioritizing clarity over speed, I designed an experience that protects customers, technicians, and the business.
By prioritizing clarity over speed, I designed an experience that protects customers, technicians, and the business.
By prioritizing clarity over speed, I designed an experience that protects customers, technicians, and the business.
Process
Process
Process
Foundational Research
Foundational Research
Foundational Research
Design Exploration
Design Exploration
Design Exploration
Cross-functional validation
Cross-functional validation
Cross-functional validation
Design Refinement
Design Refinement
Design Refinement
Development
Development
Development
Foundational Research Insights
Foundational Research Insights
Foundational Research Insights
To gain a holistic understanding of the problem space I:
Attended Vivint Installation Technician Training Program so I could learn how to properly install our thermostat for myself, and gain empathy for the technicians that are the users of this flow.
Shadowed live thermostat installations in the field done by both rookie technicians and seasoned technicians
Conducted a technician focus group to identify pain points and common errors
Partnered with field operations leadership and field managers overseeing technician teams
Audited the legacy installation app.
Here is what I discovered:
To gain a holistic understanding of the problem space I:
Attended Vivint Installation Technician Training Program so I could learn how to properly install our thermostat for myself, and gain empathy for the technicians that are the users of this flow.
Shadowed live thermostat installations in the field done by both rookie technicians and seasoned technicians
Conducted a technician focus group to identify pain points and common errors
Partnered with field operations leadership and field managers overseeing technician teams
Audited the legacy installation app.
Here is what I discovered:
To gain a holistic understanding of the problem space I:
Attended Vivint Installation Technician Training Program so I could learn how to properly install our thermostat for myself, and gain empathy for the technicians that are the users of this flow.
Shadowed live thermostat installations in the field done by both rookie technicians and seasoned technicians
Conducted a technician focus group to identify pain points and common errors
Partnered with field operations leadership and field managers overseeing technician teams
Audited the legacy installation app.
Here is what I discovered:
Technicians rely on memory & interpretation
Technicians rely on memory & interpretation
Technicians rely on memory & interpretation
Despite the flow collecting key data (wires, system type), techs still had to manually cross-reference unclear PDFs, increasing risk.
Despite the flow collecting key data (wires, system type), techs still had to manually cross-reference unclear PDFs, increasing risk.
Despite the flow collecting key data (wires, system type), techs still had to manually cross-reference unclear PDFs, increasing risk.
Speed versus safety trade-off
Speed versus safety trade-off
Speed versus safety trade-off
Technicians wanted to breeze through steps, but rushing increased mistakes leading to home damage and repeat visits. Slowing down intentionally could improve outcomes.
Technicians wanted to breeze through steps, but rushing increased mistakes leading to home damage and repeat visits. Slowing down intentionally could improve outcomes.
Technicians wanted to breeze through steps, but rushing increased mistakes leading to home damage and repeat visits. Slowing down intentionally could improve outcomes.
High-risk decisions need guidance
High-risk decisions need guidance
High-risk decisions need guidance
Critical tasks like heat pump identification, gas/electric checks, and power shutoff were frequent sources of error. Technicians were overwhelmed by dense PDFs and multi-task steps, leading to misprogramming and wiring mistakes.
Critical tasks like heat pump identification, gas/electric checks, and power shutoff were frequent sources of error. Technicians were overwhelmed by dense PDFs and multi-task steps, leading to misprogramming and wiring mistakes.
Critical tasks like heat pump identification, gas/electric checks, and power shutoff were frequent sources of error. Technicians were overwhelmed by dense PDFs and multi-task steps, leading to misprogramming and wiring mistakes.
Documentation is inconsistent
Documentation is inconsistent
Documentation is inconsistent
Techs often upload incorrect wiring photos, undermining troubleshooting and accountability.
Techs often upload incorrect wiring photos, undermining troubleshooting and accountability.
Techs often upload incorrect wiring photos, undermining troubleshooting and accountability.
Opportunity for data-driven improvement
Opportunity for data-driven improvement
Opportunity for data-driven improvement
Collecting structured install data could surface wiring trends, common mistakes, industry shifts, and future UX opportunities.
Collecting structured install data could surface wiring trends, common mistakes, industry shifts, and future UX opportunities.
Collecting structured install data could surface wiring trends, common mistakes, industry shifts, and future UX opportunities.
Operational Workflow Model
Operational Workflow Model
Before any screens were designed, I worked with cross-functional stakeholders to establish the operational workflow model. It was iterated on dozens of times and was used as a way to ensure alignment and buy-in on the structure of the flow. It was referenced throughout the process to justify decisions and inform trade-offs. It was an invaluable tool for cross-functional validation.
Before any screens were designed, I worked with cross-functional stakeholders to establish the operational workflow model. It was iterated on dozens of times and was used as a way to ensure alignment and buy-in on the structure of the flow. It was referenced throughout the process to justify decisions and inform trade-offs. It was an invaluable tool for cross-functional validation.
Before any screens were designed, I worked with cross-functional stakeholders to establish the operational workflow model. It was iterated on dozens of times and was used as a way to ensure alignment and buy-in on the structure of the flow. It was referenced throughout the process to justify decisions and inform trade-offs. It was an invaluable tool for cross-functional validation.
Solution
Solution
I redesigned the installation flow from a compressed checklist into a guided, step-by-step experience that prioritized accuracy, safety, and confidence. These interventions were driven by technician feedback: heat pump identification and HVAC programming were their most common sources of error
I redesigned the installation flow from a compressed checklist into a guided, step-by-step experience that prioritized accuracy, safety, and confidence. These interventions were driven by technician feedback: heat pump identification and HVAC programming were their most common sources of error
I redesigned the installation flow from a compressed checklist into a guided, step-by-step experience that prioritized accuracy, safety, and confidence. These interventions were driven by technician feedback: heat pump identification and HVAC programming were their most common sources of error
Slowing down the flow intentionally
Slowing down the flow intentionally
Slowing down the flow intentionally
Broke each task into its own screen (13 steps, 13 screens)
Reduced “button smashing” and skipped steps
Focused attention on one decision at a time
Broke each task into its own screen (13 steps, 13 screens)
Reduced “button smashing” and skipped steps
Focused attention on one decision at a time
Broke each task into its own screen (13 steps, 13 screens)
Reduced “button smashing” and skipped steps
Focused attention on one decision at a time
Just-In-Time Instructions
Just-In-Time Instructions
Just-In-Time Instructions
I introduced contextual guidance at the moments technicians struggled most:
Gas vs. electric systems: Info banner explaining how to identify a flue pipe
Heat pump identification: Prompt to run heat and confirm whether the outdoor unit engages (if so - it is a heat pump system, if not - it is a conventional system)
Power safety: Embedded video showing how to safely cut power to the HVAC system
I introduced contextual guidance at the moments technicians struggled most:
Gas vs. electric systems: Info banner explaining how to identify a flue pipe
Heat pump identification: Prompt to run heat and confirm whether the outdoor unit engages (if so - it is a heat pump system, if not - it is a conventional system)
Power safety: Embedded video showing how to safely cut power to the HVAC system
I introduced contextual guidance at the moments technicians struggled most:
Gas vs. electric systems: Info banner explaining how to identify a flue pipe
Heat pump identification: Prompt to run heat and confirm whether the outdoor unit engages (if so - it is a heat pump system, if not - it is a conventional system)
Power safety: Embedded video showing how to safely cut power to the HVAC system
Before
4 steps on one page, with no guidance encouraged speeding through, button-mashing, and making unnecessary mistakes
4 steps on one page, with no guidance encouraged speeding through, button-mashing, and making unnecessary mistakes
4 steps on one page, with no guidance encouraged speeding through, button-mashing, and making unnecessary mistakes
After
One step per page, with helpful guidance to inform proper programming
One step per page, with helpful guidance to inform proper programming
One step per page, with helpful guidance to inform proper programming
Heat pump systems and conventional systems need to be programmed differently. Heat pumps and AC units look very similar, causing confusion.
Heat pump systems and conventional systems need to be programmed differently. Heat pumps and AC units look very similar, causing confusion.
Heat pump systems and conventional systems need to be programmed differently. Heat pumps and AC units look very similar, causing confusion.
Eliminate Manual Programming Errors
Eliminate Manual Programming Errors
Eliminate Manual Programming Errors
Instead of forcing technicians to interpret PDFs:
Capture wiring, system type, fuel source, and manufacturer directly in the flow
Use that data to automatically program the thermostat
Remove guesswork while preserving technician expertise
Technicians were especially receptive to this change — they were already entering the information; now the system worked for them.
Instead of forcing technicians to interpret PDFs:
Capture wiring, system type, fuel source, and manufacturer directly in the flow
Use that data to automatically program the thermostat
Remove guesswork while preserving technician expertise
Technicians were especially receptive to this change — they were already entering the information; now the system worked for them.
Instead of forcing technicians to interpret PDFs:
Capture wiring, system type, fuel source, and manufacturer directly in the flow
Use that data to automatically program the thermostat
Remove guesswork while preserving technician expertise
Technicians were especially receptive to this change — they were already entering the information; now the system worked for them.
Before
Tiny PDF image puts more mental load on the technician to identify proper programming, despite all the info already entered in the flow for our records containing the key to proper programming.
Tiny PDF image puts more mental load on the technician to identify proper programming, despite all the info already entered in the flow for our records containing the key to proper programming.
Tiny PDF image puts more mental load on the technician to identify proper programming, despite all the info already entered in the flow for our records containing the key to proper programming.
There was a mistake in this PDF that was not updated for 11 years. Rather, it was put on the technicians to just know to switch the programming instructions for the bottom 2 rows
There was a mistake in this PDF that was not updated for 11 years. Rather, it was put on the technicians to just know to switch the programming instructions for the bottom 2 rows
There was a mistake in this PDF that was not updated for 11 years. Rather, it was put on the technicians to just know to switch the programming instructions for the bottom 2 rows
After
Automatically populated programming from the information entered throughout the flow takes the mental load off the tech and eliminates chances of human error.
Automatically populated programming from the information entered throughout the flow takes the mental load off the tech and eliminates chances of human error.
Automatically populated programming from the information entered throughout the flow takes the mental load off the tech and eliminates chances of human error.
Improving Wiring Documentation & Accountability
Improving Wiring Documentation & Accountability
Improving Wiring Documentation & Accountability
Technicians were already required to take before-and-after wiring photos, but compliance was poor:
Photos of shoes or hands were uploaded
Old wiring photos reused across installs
Incorrect photos undermined troubleshooting and customer support
I addressed this by:
Encouraging on-the-spot photos as the primary path
Flagging camera-roll uploads to managers for follow-up coaching
Using AI to validate images, ensuring they were
Actual thermostat wiring
Clear enough to read and troubleshoot
This balanced flexibility with accountability, ensuring correct data without blocking experienced technicians.
Technicians were already required to take before-and-after wiring photos, but compliance was poor:
Photos of shoes or hands were uploaded
Old wiring photos reused across installs
Incorrect photos undermined troubleshooting and customer support
I addressed this by:
Encouraging on-the-spot photos as the primary path
Flagging camera-roll uploads to managers for follow-up coaching
Using AI to validate images, ensuring they were
Actual thermostat wiring
Clear enough to read and troubleshoot
This balanced flexibility with accountability, ensuring correct data without blocking experienced technicians.
Technicians were already required to take before-and-after wiring photos, but compliance was poor:
Photos of shoes or hands were uploaded
Old wiring photos reused across installs
Incorrect photos undermined troubleshooting and customer support
I addressed this by:
Encouraging on-the-spot photos as the primary path
Flagging camera-roll uploads to managers for follow-up coaching
Using AI to validate images, ensuring they were
Actual thermostat wiring
Clear enough to read and troubleshoot
This balanced flexibility with accountability, ensuring correct data without blocking experienced technicians.
Before
Tiny PDF image puts more mental load on the technician to identify proper programming, Despite all the info already entered in the flow for our records containing the key to proper programming.
Tiny PDF image puts more mental load on the technician to identify proper programming, Despite all the info already entered in the flow for our records containing the key to proper programming.
Tiny PDF image puts more mental load on the technician to identify proper programming, Despite all the info already entered in the flow for our records containing the key to proper programming.
There was a mistake in this PDF that was not updated for 11 years. Rather, it was put on the technicians to just know to switch the programming instructions for the bottom 2 rows
There was a mistake in this PDF that was not updated for 11 years. Rather, it was put on the technicians to just know to switch the programming instructions for the bottom 2 rows
There was a mistake in this PDF that was not updated for 11 years. Rather, it was put on the technicians to just know to switch the programming instructions for the bottom 2 rows
After
Leveraging AI to scan for accurate and legible photos holds technicians accountable for providing helpful assets to Customer Care in the case of troubleshooting.
Leveraging AI to scan for accurate and legible photos holds technicians accountable for providing helpful assets to Customer Care in the case of troubleshooting.
Leveraging AI to scan for accurate and legible photos holds technicians accountable for providing helpful assets to Customer Care in the case of troubleshooting.
Continuing anyway alerts the technician’s manager to follow up with the tech.
Continuing anyway alerts the technician’s manager to follow up with the tech.
Continuing anyway alerts the technician’s manager to follow up with the tech.
Long-Term Value: Learning at Scale
Long-Term Value: Learning at Scale
Long-Term Value: Learning at Scale
Beyond reducing errors, the redesigned flow creates ongoing value:
Tracks wiring patterns and system configurations
Identifies common thermostat replacements
Surfaces industry trends over time
This data will inform future improvements to installation flows, training, and even hardware decisions.
Beyond reducing errors, the redesigned flow creates ongoing value:
Tracks wiring patterns and system configurations
Identifies common thermostat replacements
Surfaces industry trends over time
This data will inform future improvements to installation flows, training, and even hardware decisions.
Beyond reducing errors, the redesigned flow creates ongoing value:
Tracks wiring patterns and system configurations
Identifies common thermostat replacements
Surfaces industry trends over time
This data will inform future improvements to installation flows, training, and even hardware decisions.
Why this works
Why this works
Why this works
Shapes behavior without removing autonomy
Shapes behavior without removing autonomy
Shapes behavior without removing autonomy
Reduces risk through intentional friction
Reduces risk through intentional friction
Reduces risk through intentional friction
Turns operational data into long-term product improvement
Turns operational data into long-term product improvement
Turns operational data into long-term product improvement
Release schedule
Release schedule
Release schedule
Alpha: July 2026
Alpha: July 2026
Alpha: July 2026
Beta: September 2026
Beta: September 2026
Beta: September 2026
Product Launch: Q1 2027
Product Launch: Q1 2027
Product Launch: Q1 2027
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View more work
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