Sector Alarm all-inclusive service offering has always been perfect for less tech savvy users, however its product offering was lacking in performance, functionality and premium feel. The old interface felt outdated compared with other competitors and had performance issues, which was negatively affecting app ratings.

However, the app did not just need a new look and feel. With market expansion came broad range of customers of different ages, languages spoken, levels of technology adaptation and needs, which inevitably led to accessibility challenges. Different languages meant that designs had to accommodate scaling of layouts or changes in copy.

Main goals set by the team were to introduce a new version of the app with more advanced features both on iOS and Android to significantly improve app ratings as well as to increase daily usage of the product experiences and improve customer advocacy and satisfaction.

Initial stakeholder research and an intense co-creation process lead to the development of an initial concept which was subsequently tested and iterated using a variety of moderated and unmoderated research approaches, including workshops, interviews, prototypes, and AB testing.

One of the keys to success was constantly gathering and reflecting on users feedback through different channels such as customer service calls and emails, in-app feedback and NPS scores, app stores and direct conversations. All of this helped prioritize tasks and understand the importance of any new features.

Before the implementation started, design team worked on renewing the Design System, which was a core to make the look and feel consistent and make work easier for the developers.

In the early phase of implementation, a team consisting of iOS and Android developers, designers, QAs, and managers worked in sprints to build improved core functionalities for the app.

After the core functionalities were built the next phase of work began. This time focus was broader and more teams got involved in the process. Work was divided between the teams which worked in parallel on their tasks. Each team had it’s core mission, one was specifically focused on improving the customer’s experience and gathering feedback, other on developing core functionalities and building new marketable features. The key to success at this stage was effective communication between the teams and gathering users feedback after each release.

One of the key focuses of improving users' experience was accessibility. The team dedicated time to resolving all encountered issues to enhance the experience for users with various impairments. One of the decisions was to avoid blocking layout scaling and instead build an interface so it can scale easily without compensating usability and breaking the UI.

Sector Alarm, in partnership with DK&A, has developed an updated version of their mobile app as part of their Smart Alarm System (SAS) to complement their new hardware lineup designed together with EGGS. The application aims to provide customers with a seamless experience across HW and SW and a user-friendly digital experience.

The team aimed to make the system easy to understand and use, with a visual identity reflecting Sector Alarm’s focus on safety and security, infused with a personal, human feel.

By the end of 2023 we managed to build high quality apps for Android and iOS based on the new design system, as well as develop a number of new usability and design features such as:

• App appearance: a feature that allows users to personalize their app in both light and dark mode.
• Home Screen personalisation: lets users select whether they would like to see specific information about their whole property, specific floors or rooms
• Feedback and NPS score: thanks to this feature we increased a number of ratings and feedback that users give us (+30 000 in total) and uses them to prioritize changes in the product and service

We refined the user interface with a keen focus on optimizing the user experience. The core objective was to declutter and offer a seamless journey through the interface by curating only the most relevant information. Our strategy centered on minimalism, aligning with contemporary UI/UX design principles. This not only ensures a cleaner look but also enhances user comprehension.

The result is a revamped user interface that not only looks polished but also prioritizes the user's emotional well-being. Our goal was to provide a delightful experience where users can effortlessly access the most relevant information. It's a thoughtful balance of form and function, creating an interface that speaks to users in a language of simplicity and clarity.

In the end, the app received overwhelmingly positive feedback, successfully enticing new customers to explore Sector Alarm services. Our achievements align with several pivotal goals:

• Development and Launch: We successfully built and launched fully functional iOS and Android native apps designed for new alarm systems. These apps are now in use by over 100,000 households across eight European countries.
• User Satisfaction and Ratings: Our efforts led to a significant improvement in app ratings, transitioning from ~2.0 to an impressive 4.5 in several markets.
• Integration of Design into Decision-Making: Design has evolved into a critical component of our organization, influencing key business decisions. Our emphasis on user-centric design principles has positively impacted the overall user experience and engagement.
• Design Language and System: We successfully established a coherent design language and implemented a robust Design system. This not only ensures consistency across the app but also streamlines future development and enhances scalability.
• iF Design Award Recognition: Our project received prestigious recognition with the iF Design Award in the User Experience category, affirming our commitment to excellence in design.

These milestones collectively showcase our dedication to creating a user-friendly, aesthetically pleasing, and impactful app experience that resonates with users and contributes to the success of Sector Alarm services.