new-2024

OnStar DualCam service solution

| Human experience design – General Motors, 2023 – 2024

Challenge

Camera privacy concerns and discoverability issues limited access to safety features, blocking potential cost savings and preventing the ability to promote positive driver behavior with OnStar safety services and OnStar DualCam service solutions.

My role

As the Lead UX Designer for OnStar DualCam solutions, I was challenged to shape a state-of-the-art safety experience for our commercial platform that leverages Lytx technology and AI monitoring, incorporating advanced visual recognition and sensor detection to enhance delivery operations and promote positive driver behavior.

 

I collaborated with AI/ML and industrial designers to craft a solution focused on privacy, insights, and driver safety, all centered on celebrating simplicity and user confidence. Proposed designs aimed to increase DualCam installations by 20%, reduce unsafe driving by 30%, and lower fleet costs by 10%.

 

Let’s dig in!

Initiation

I had the incredible opportunity to collaborate with the UXR team, gathering valuable insights and recommendations that helped us de-risk our assumptions about potential solutions.

 

 

Feeling confident about the project, I started by diving deep into our core services and safety offerings for standard content experience customers, laying the groundwork to showcase value and create compelling upsell opportunities for adding cameras.

Snapshot of our brainstorming on the ideal journey. More in FigJam.

 

 

 

Defining…

Design workshops sparked conversations around success metrics to measure the efficiency of designs and refine overarching goals for the initiatives

 

 

 

I focused on identifying key touchpoints and enablers to address our customers’ concerns. Recognizing that drivers juggle multiple distractions—from the instrument cluster to mobile devices—I aimed to craft thoughtful designs that alleviate these challenges and enhance safety.

 

 

 

For instance, the event recording framework was designed with a driver-first focus, monitoring unsafe behaviors like harsh braking and speeding. Drivers receive real-time feedback via visuals, sounds, and haptics, with a 15-second window to correct actions, preventing automatic recording and protecting their scores. If no corrections are made, fleet managers are notified with next-step guidance to ensure safety.

 

I simplified data, security, and camera settings to give fleet managers and drivers full control based on their needs, ensuring both safety and data privacy. A clean, minimalistic design made features like settings, video feeds, and safety dashboards easy to discover and navigate.

 

Validating & testing…

 

  • Qualitative insights: Users liked the safety widgets but were confused by ‘alerts per 10 miles’ and the distinction between vehicle and driver data.
  • Quantitative insights: 57% of users felt confident enabling safety features knowing their data is used only for safety and improving driver behavior.

 

Action: Refined labels and design components for widgets to simplify privacy settings and safety insights.

Shipping…

I focused on streamlining the design-to-development handoff, ensuring pixel-perfect alignment across the board. By creating a unified design language, refining content, tone, and language, and providing detailed design specifications, I enhanced visual consistency while making the process seamless for stakeholders.

 

Published: May 1, 2024