Since there will be an increasing number of LTE models and the sale of LTE modules, our team guessed that more users would have the opportunity to connect to the cloud. Therefore, the cloud connection flow should be seamless and hassle-free to prevent new users from leaving during the onboarding.
With LTE models expanding, more users could connect to the cloud—but many dropped off during onboarding. The setup process was too complex, and we needed to make it easier and more intuitive.
Enhance the BlackVue cloud connection flow hassle-free and straightforward
While reviewing pain points that remained from a previous 'Cloud Connection Revision' project, we noticed that one key blocker persisted: users were required to complete too many actions just to connect their cameras.
The existing flow involved repeated screen transitions, complex settings, and unclear feedback, which led to user frustration, increased support calls, and ultimately abandonment of the cloud service.
To reduce friction and improve the user experience, we set out to automate the entire connection flow as much as possible. This required significant technical consultation with both firmware and software teams to understand what was limiting the current experience and what was possible moving forward.
Enabled automatic device connection without manual input.
Gave users visual feedback throughout the setup.
While Seamless Pairing was effective for newer models, it could not be applied to older models lacking updated firmware or compatible modules. Additionally, the connection steps varied depending on the user’s internet setup (Wi-Fi, LTE module, hotspot, etc.).
To prevent usability gaps, I mapped out every possible scenario and created condition-based flows to ensure that no users were left behind regardless of their device or network configuration.
For this project, I created detailed wireframes for each possible condition to ensure technical feasibility.
By mapping out all flows in detail, I was able to communicate effectively with developers and QA engineers, ensure technical feasibility.
After confirming the seamless pairing flow based on the wireframe, I made prototypes for two prominent cases and shared them with all the stakeholders to get feedback. I went through a few iterations and conducted a simple user test with these prototypes.
After launch, we observed a clear increase in cloud usage among owners of the new LTE model. However, we also faced growing dissatisfaction from existing users who found the new flow unfamiliar or error-prone due to technical issues. Some users even abandoned the feature altogether.
To address this, we reverted part of the new flow for older models and added tailored support to accommodate different user expectations. After adjustments, the number of cloud-connected users stabilized, and overall connections increased by approximately 3%.
This project taught us the importance of supporting both new and existing users when improving UX. While we aimed to innovate the setup flow, we learned that new features should not come at the cost of alienating current users. Moving forward, we committed to validating future designs through usability testing across all target groups.
As our cloud user base continues to grow, the next step is to optimize the subscription experience and encourage more users to explore paid plans.
