Context
The launch of a new DIY home security system marked a significant shift for the company, introducing a self-installation option aimed at expanding its reach to renters, individuals, and lower socioeconomic groups. Unlike the company’s traditional professional installation model, this new offering created new challenges for both the company and its customers. My role as a UX Researcher was to investigate customer experiences with the DIY system and uncover insights to improve the product and its support systems.
UX Research | DIY Home Security Beta Product
Research Objectives
1
Understand customer experiences with the DIY home security system (particularly the installation process)​​
2
Identify pain points, challenges, and opportunities for improvement
3
Provide actionable recommendations to enhance customer satisfaction and product usability
Survey (n = 115)
Distributed to over 5,000 DIY system purchasers to gather baseline insights and recruit participants for follow-up user interviews.
Methodology
I used a mixed-methods approach to gather comprehensive insights.
User Interviews (n = 8)
Conducted interviews with three key segments: Customers who had (1) not yet installed, (2) failed installation, and (3) successfully installed the system.
Field Observations (n=3)
I shadowed customers installing their systems in their own homes to observe the process and identify usability issues in real time.
Analysis
I clustered survey, interview, and ethnographic findings into thematic categories using an affinity mapping process. This revealed consistent patterns in user frustration and service breakdowns.
Clean, tag, & cluster data
Organize by themes & patterns
Synthesize into insights
Key Insights + Recommendations
1. Align Sales Messaging with Product Expectations
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Why?
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Many customers didn’t realize the system required DIY installation until after purchasing. This misalignment created frustration, led to mistrust, and increased product returns.
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Next Steps​
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Audit sales scripts, website copy, and marketing materials for clarity around DIY requirements
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Update messaging to set accurate expectations earlier in the buyer journey
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Train sales reps to proactively clarify installation responsibilities
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Impact
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Reduces customer confusion and return rates
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Builds trust and improves alignment between product promise and customer experience
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2. Redesign the Doorbell Camera for Broader Compatibility
Why?
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The doorbell camera was the most challenging component to install, often requiring wiring incompatible with older homes, apartments, or rental units.
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Many DIY customers chose this system specifically because they lacked the budget or permission for professional installation, making this friction point especially problematic.
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Next Steps
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Explore a wireless or battery-powered version of the doorbell camera
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Conduct user testing with renters and customers in older homes to evaluate alternative designs
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Prioritize compatibility and ease of installation in the next product iteration
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Impact
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Expands usability for key customer segments like renters and budget-conscious buyers
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Reduces installation failure, product abandonment, and low PSAT ratings​
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3. Improve Customer Service Quality and Consistency
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Why?
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Customers frequently reported inconsistent or negative experiences with support. Poor service interactions damaged perceptions of the product—even when the hardware itself was functional.
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Next Steps
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Standardize support training with a focus on DIY product knowledge
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Improve support channel responsiveness and escalation processes
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Gather and act on customer feedback about service experiences
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Impact
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Strengthens brand loyalty and trust
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Prevents service issues from compounding product frustrations
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Final Readout
This project was an invaluable opportunity to apply my UX research skills to a real-world problem, collaborate cross-functionally, and make data-driven recommendations that directly influenced the customer experience.
Please note: for confidentiality, I've removed significant portions of the presentation and scrubbed the remaining slides of any identifying or sensitive information.
