Vivint · Launched April 2022

The DIY Experience

One end-to-end experience across three surfaces (app onboarding, unboxing packaging, and a printed reference guide) to open Vivint's security-focused business to DIY enthusiasts.

My roleDesign Lead (app, packaging concept, guide)

TeamProduct Lead · Stephen Sainsbury
Industrial Designer · Quinn Biesinger

SurfacesMobile app · Packaging · Print

Success metrics

KPI 1: 90% of DIY customers successfully install & activate within 30 days
KPI 2: DIY customer satisfaction on par with professionally installed systems
KPI 3: 9/10 ease-of-use score for full-system DIY installation

Part 1 · App onboarding

From account creation to a working system

I mapped the customer journey from account creation through device installation with user flows and storyboards: delivery notification, unboxing, hub pairing, device setup, and testing each device before moving on.

DIY account setup user flow — Account creation and setup flow

What testing taught us about animation

Early prototypes were tested with current customers and security-system seekers. Headlines needed to be concise and complementary to visuals; animation earned its place only when it conveyed context and product value; decorative motion was skipped by users entirely.

Concept animation that added little value — Decorative animation: users skipped it

Education carousel animation conveying context — Contextual animation: earned engagement

Final onboarding app flow — Polished onboarding flow

QR pairing, targeting setup in under 30 minutes

Part 2 · Packaging

An unboxing that teaches

The packaging had one job: guide the user through setup in the right order. I explored concepts that presented instructional materials first with clearly labeled, separated device boxes, selected an insert-based direction, and validated it with physical prototypes I built myself. Quinn Biesinger carried the final package execution and renders.

Packaging concept exploration — Concept generation

Final unboxing experience

Part 3 · Reference guide

Help that lives in the box

I designed a quick-reference guide that shipped inside the drop-shipped packaging: the analog safety net for the digital onboarding flow.

Outcome

[TO ADD: install/activation rate vs. the 90% target, PSAT parity, ease-of-use score. Even directional numbers make this case study land harder.]