OVERVIEW

Problem: 85% of drivers expressed concerns about privacy, monitoring, and how recorded data would be used, creating a significant barrier to OnStar DualCam adoption. Fleet managers still needed timely, actionable safety intelligence, but the experience had to improve driving behavior without creating distrust, cognitive overload, or a sense of constant surveillance.

Solution: A privacy-conscious safety camera experience that combined Lytx technology, AI-powered visual recognition, and sensor detection with transparent data controls, supportive driver feedback, and actionable fleet insights.

My Role & Impact: Led the experience strategy and systems design for OnStar DualCam, translating driver concerns, fleet-management needs, AI capabilities, and privacy requirements into a trust-centered interaction model while aligning research, product, industrial design, and cross-functional partners around adoption-critical decisions.

• Addressed privacy concerns reported by 50% of drivers through clearer data-use communication, visible controls, and transparent recording behavior.
• Increased confidence in enabling safety features, with 57% of users expressing confidence once the safety purpose and use of their data were clearly explained.
• Designed a driver-first intervention model that encouraged behavior correction before automatic recording or manager escalation.
• Simplified settings, video feeds, safety dashboards, and distinctions between driver-level and vehicle-level data.
• Established an adoption-ready foundation targeting a 20% increase in DualCam installations, a 30% reduction in unsafe driving, and a 10% decrease in fleet costs.

UX PROCESS

Discovery

I partnered with the UXR team to gather early insights and de-risk assumptions around driver concerns, manager needs, and adoption barriers.

This phase helped confirm that privacy was not a secondary issue. It was central to product acceptance. To move adoption forward, the experience needed to clearly communicate what was being monitored, when recording would occur, how data would be used, and what level of control users would have.

 

 

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.

UX STRATEGY

The core design decision was to frame cameras as safety tools, not surveillance tools.

That required the experience to do three things well:

• make privacy controls visible and understandable
• help drivers see the system as fair, supportive, and behavior-based
• give fleet managers actionable insights without creating unnecessary fear or confusion

I focused on identifying the touchpoints where trust could be built or lost, especially in moments involving alerts, recordings, scoring, and settings. Because drivers already operate in high-distraction environments, the interaction model needed to reduce cognitive strain rather than add to it.

 

USER PAIN POINTS

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.

 

Ideate

Testing showed strong interest in safety widgets and the overall direction, but also surfaced clarity issues that needed to be addressed before the experience could feel trustworthy and easy to use.

Key findings included:

• users responded positively to safety insights and dashboard concepts
• some users were confused by terms such as “alerts per 10 miles”
• users needed clearer distinction between vehicle-level data and driver-level data
• 57% of users felt confident enabling safety features when they understood the data was being used for safety improvement and better driving behavior

These findings reinforced that trust depended not only on policy, but also on language, labeling, and framing.

Build

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.

The result was a more thoughtful and adoption-ready safety experience that treated privacy as a core part of the design, not a secondary constraint.

By simplifying controls, clarifying data use, and creating more supportive driver feedback loops, the work helped build a stronger foundation for camera adoption, safer driving behavior, and long-term fleet value.