I started with a white label app developed overseas. My goal was to improve our customers experience through research and design. I had to ensure that all of the tools and features that the devices were compatible with would be available to our users. Thorough market research was done on competitor apps to exceed the expectations of our customers
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One of the first things I did when I started with Clare was to initiate a conversation with our users through a customer survey. We asked many questions ranging from satisfaction of the current features to asking what features they would like to see in the future. This initiated all ongoing product design projects for the app including the addition of new features
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Over the course of 2021 we have been working on adding new features and with this comes the implementation across the different platforms we support including our security panel.
Our security panel also presents a set of features unique to the interface due to the feature and the user journey with this device.
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During 2021 when the real estate market was crazy, at Clare we were facing our own crazy with a high rate in calls due to users needing to change the primary account contact for our security systems. The process that dealers had to endure in order to change a primary contact for an address was extensive and complex. Both customers and dealers would contact customer support for assistance in transferring an existing security panel account to a new homeowner. This was taking a toll on the business and frustrating both our dealers and customers which led us to come up with a solution.
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