Best Buy Health
Launching a 0 to 1 Device Management Tool
Industry
B2B2C
Role
Lead UX/UI Designer
Team
Project Manager
9 Developers
UX Researcher
Timeline
12 months, 2022
pilot Results
65%↓
25%↓
70%↓
Context
Best Buy Health parnters with Senior Living facilities to provide Personal Emergency Response technology in bulk.
Historically, the assignment and management of these devices was handled via a manual email process to an external team. Our team aimed to create a self service solution.
Problem
Disparate management systems cause $100,000+ of erroneous billing per contract.
Static, manual, and disparate external management tools cause limited visibility into device assignment status, painful service management, and poor inventory practices, ultimately contributing to an average of $100,000+ of erroneous billing per partnership annually.
PRELIMINARY research
Senior Living partners need reliablity
I partnered with a researcher to facilitate interviews with 8 Senior Living employees to understand current processes and challenges.
1
Unreliable response times from the care center are a primary hurdle in managing device assignments.
2
Lack of order status for incoming devices makes inventory planning difficult and leads to over ordering.
3
Without a central system, SLPs manually track tasks, causing some returns and deactivations to slip through the cracks.
INFORMATION ARCHITECTURE
A platform organized around core device management workflows
I translated research insights into a portal structure anchored around three core workflows: Residents, Devices, and Orders. This IA mirrored the key phases of device management and helped align the team on the product direction, P0 MVP scope, and how user stories connected across the portal.
Working closely with Product, I proposed an architecture that prioritized the features with the greatest impact on billing issues, creating a focused foundation before moving into detailed feature development.
usability testing
Catching friction areas in the MVP
I partnered with Product to build usability testing into the roadmap, then created a working prototype with User Research and tested it with 7 senior living participants.
Testing validated strong interest in the portal while surfacing key friction points before launch. When 4 of 7 participants missed the swap device entry point, I redesigned device assignment changes into a single dropdown, making swap and unassign actions easier to compare and access. I also added contextual tooltips to clarify inventory power states and reduce confusion for new users.
pilot Results
65%↓
25%↓
70%↓
We piloted the portal across 20 facilities and measured impact through a 30/60/90-day review cycle. The pilot exceeded success metrics across three core areas. Following the pilot, the next phase was to expand the portal across all 340 communities in the partnership, supporting the management of more than 30,000 device assignments.
