Customer experience
Fast, understandable security controls
Increase satisfaction through user-friendly tools and quicker system response.
The challenge
A trusted hardware brand moving into a connected mobile experience.
X-28 has more than 37 years of experience in electronic security. The company needed a mobile application that would let customers monitor alarms, alerts and critical events without requiring technical knowledge.
Brand evolution
A modern service around established hardware
Strengthen the brand with a more complete and competitive residential security experience.
Communication
Clear real-time alerts
Improve communication between the security system and the end user through timely notifications.
Building a shared understanding of the category and the opportunity.
The research combined competitive benchmarking, desk research, app-store feedback and collaborative workshops. Instead of treating the activities as separate outputs, the team used them as one connected decision-making process.
Competitive benchmark
Understand category conventions
We reviewed ADT, Vivint, SimpliSafe, Ring and Abode to identify common controls, expected features and usability patterns.
Desk research
Identify recurring pain points
Product specifications, customer feedback and app-store reviews revealed frustrations around false alarms, setup and unclear notifications.
Workshops
Align product and business priorities
Collaborative sessions helped the team cluster findings, discuss constraints and translate evidence into opportunity areas.
Synthesis
Move from evidence to product direction
Affinity mapping connected research themes into a shared view of the problem before flows and screens were designed.
Research outcome
Trust, clarity and control became the product principles.
These principles guided the information architecture, notification behavior, setup flow and visual hierarchy of the application.
The findings that shaped the direction.
High concern regarding false alarms
More than 60% of users reported anxiety and distrust due to frequent false alarms.
Demand for precise notifications
Users needed quick, clear and specific alerts, especially during critical or unexpected events.
Comprehensive remote control
Arming, disarming, user administration and immediate system status needed to be available remotely.
Initial setup challenges
Installation and configuration difficulties highlighted the need for a simple, guided onboarding experience.
Turning security complexity into clear product flows.
Detailed user flows connected onboarding, account creation, device pairing, system status, remote management and alert handling.
Onboarding
A guided start that reduces uncertainty
The onboarding experience explains the product, clarifies the setup process and helps customers understand what will happen before they connect their security system.
Login and registration
Clear access, verification and pairing
Authentication was simplified to support registration, login, verification and device pairing without requiring technical steps.
Main flow
System status and critical actions at a glance
The dashboard prioritizes arming, disarming, zones, events and system status so customers can understand what is happening and react quickly.
Validating the app with homeowners.
High-fidelity prototypes were tested with homeowners who had different levels of technological familiarity. The sessions focused on task clarity, confidence and the ability to understand system status.
Objectives
Assess navigation and setup clarity
- Evaluate navigation and overall structure.
- Identify onboarding and device-pairing blockers.
- Measure understanding of status, icons and indicators.
Methodology
Observe real task completion
- Moderated sessions in person and remotely.
- Guided tasks covering signup, alarms, zones and nodes.
- Qualitative observations, task time and success rate.
Key results
Positive feedback with focused refinements
- Registration and email confirmation: 100% success.
- Device pairing by QR: 85% success.
- Navigation between sections: 90% success.
- System status understanding required clearer labels.
A stronger foundation for the X-28 digital ecosystem.
Conclusions
A clearer mobile experience built around real needs
Designing the application from the ground up made it possible to simplify complex security tasks and build a more understandable interaction model. The functional version received positive feedback for ease of use, notification clarity and system responsiveness.
Next steps
Continue learning after launch
- Onboarding analytics: identify drop-off points and improve first use.
- Accessibility: expand the design system to meet WCAG guidance.
- Future devices: support additional hardware such as cameras and sensors.
- Beta monitoring: validate the product in real-world conditions before public launch.
Up next
Hablemus · Voice companionship