Company context
Ambient.ai
Enterprise SaaS, Physical Security, Computer Vision
Security monitoring is overwhelming.
Ambient.ai alerts customers of notable activity by watching 1,000s of camera footage so security professionals don't have to.
Project overview
Role
Design lead
Stakeholders
7
Timeline
3 months
Problem context
User
Daniel the implementation specialist manages a high volume of onboarding data.
USER NEEDS
A streamlined interface to replace the current spreadsheet-based, tribal knowledge process.
business OBJECTIVE
Reduce time-to-value for customers & increase the capacity & support of onboarding accounts.
Design objective
How might we
Design a 0-to-1, in-product onboarding experience that streamlines data collection, eliminates reliance on manual spreadsheets and 3rd party applications.
Decrease customer time to value.
BEFORE EXPERIENCE
Design & development
Workflow mapping
ITERATION 1
FEEDBACK
Improve navigation usability
Automate key workflows
Add location data workflows
Navigation
After
Users can support and track progress of multiple projects.
Workflow improvements—stream discovery.
Before
All discovered cameras are added.
After
Includes a stream curation process.
Workflow improvements—adding additional, more specific location data.
Before
Only site address information is stored.
After
Customers can store floor plan details.
IMPACT
Additional location context enables customers to respond to alerts 21% faster, saving on average 3 minutes per alert resolution.
Stream onboarding improvement
Before
Only site address information is stored.
After
Adding dedicated in-app messaging/education tooltip steps.
OUTCOME
Enables a more self-service experience.
support tickets reduced
25%
decreased funnel drop off
30%
satisfaction score
15%
ITERATION 2
Impact & outcome
A new in product onboarding process for implementation specialists and customers to manage configuration settings.
stream discoveries
97%
reduction in time
64%
average cost decrease