Background
For years Honeywell's INNCOM business sold a comfort and energy optimization application, INNcontrol, for hotels that required time-consuming installations and updates. The software only served individual sites and could only be viewed on the property, on a Windows PC in the hotel engineers' office.
Responsibilities
In 2018 I was assigned to direct a new cloud-hosted software platform, and the new version of INNcontrol was the first product to be released on it. A key value proposition was delivering a responsive web application that could work on any Internet-connected device. To achieve this, I had to direct UX designers in multiple locations and complete the project in six months.
Actions
Inheriting the new product when it was 80% completed, I led a UX team based in Shanghai and Minneapolis through final product design, usability evaluation, defect prioritization, and final iteration to achieve goals in multiple end-to-end touchpoints.
Results
By identifying several obstructing and irritating usability issues, we were able to address them to assure customer satisfaction. Consequently the software has generated over a half million dollars in revenue for INNCOM in 18 months and reduced energy costs for customers by up to 30% while improving installation, operation, and maintenance touch points due to cloud vs. on-premises upgrades. Most importantly, its Internet accessibility on smartphones saves hundreds of hours per hotel engineer per year, as it alleviates their need to return to their office multiple times per day to get system updates.
