Despite strong sales and user interest in BlackVue products, relatively few users completed the cloud connection process. To understand this gap, the service planning team analyzed the onboarding flow and found that only 45% of users who registered a device successfully connected it to the cloud. This meant that 55% of users dropped off during the connection step. Based on this insight, the team launched a project to improve the connection experience and reduce abandonment.
We reviewed customer support tickets and found that many users relied heavily on printed manuals or contacted support for help. Common frustrations included the lack of in-app guidance and the complexity of the steps.
We walked through the app’s connection flow and identified usability breakdowns that aligned with user complaints.
We identified five core usability issues but limited our scope to three that were feasible to address immediately within the current technical and resource constraints
Before moving into final visuals, I created wireframes and interactive prototypes to communicate the revised flow and interaction logic. These materials helped align the team early, allowing the PM to validate the flow from a user perspective and the developers to confirm technical feasibility. This iterative collaboration helped reduce back-and-forth later in the process.
I removed unnecessary steps and streamlined the process from 17 to 13 screens, reducing cognitive load and effort.
To address the lack of in-app guidance, we added brief guide screens before and after the setup process to help users understand the steps and next actions.
Due to technical limitations, real-time connection feedback could not be provided. Instead, we explained what a successful connection looks like, improving user confidence during waiting periods.
We added a retry button to all cloud-dependent screens. This allowed users to reconnect from any context, reducing frustration and navigation overhead in case of failure.
After monitoring the number of cloud-connected devices for about four months following the app update, we found that the increase was only around 3% compared to pre-release figures.
This result led us to realize that the issues we had defined and addressed may not have aligned with users' actual pain points. Based on this insight, we initiated a follow-up project to tackle two previously unresolved problems.
After monitoring the number of cloud-connected devices for about four months following the app update, we found that the increase was only around 3% compared to pre-release figures.
This result led us to realize that the issues we had defined and addressed may not have aligned with users' actual pain points. Based on this insight, we initiated a follow-up project to tackle two previously unresolved problems.
After a series of internal discussions, the team selected Bluetooth as the key technology to simplify the pairing process. It enabled automatic data transmission between the camera and mobile device, eliminating the need for manual password input or app switching.
Due to hardware dependencies, some improvements could not be addressed within this project. However, our findings led the hardware team to begin planning a built-in LTE model to remove network setup complexity altogether.
Our team also initiated a follow-up project to further simplify the UX flow based on the hypotheses. This cross-functional collaboration laid the groundwork for improving long-term usability and increasing cloud adoption.
