Work

Wynn Mo

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UX Design Internship @ SKOPE

Concept

2024

Redesigning the fridge control and monitoring experience

SKOPE is a company that designs and manufactures market-leading commercial refrigerators. SKOPE Connect is an app that allows users to connect and monitor their fridges. As a UX Design Intern in the design and development team, the challenge was to lead the redesign of the app experience, along with introducing new user flows

SKOPE is a company that designs and manufactures market-leading commercial refrigerators. SKOPE Connect is an app that allows users to connect and monitor their fridges. As a UX Design Intern in the design and development team, the challenge was to lead the redesign of the app experience, along with introducing new user flows

Research and Design Process

Over the course of 3 months, I worked alongside and received guidance from internal engineers, users of the fridge, and manufacturers. I followed an iterative, design thinking framework when designing the solution:

Over the course of 3 months, I worked alongside and received guidance from internal engineers, users of the fridge, and manufacturers. I followed an iterative, design thinking framework when designing the solution:

Current State

This is what the Connect app currently looks like. It contains key user flows such as:


Connecting to a fridge

Controlling a fridge’s settings (light and temperature)

Monitoring the temperature of the fridge


The external stakeholders are small food services such as cafe’s restaurants and convenience stores. The internal stakeholders are employees of SKOPE.

This is what the Connect app currently looks like. It contains key user flows such as:


Connecting to a fridge

Controlling a fridge’s settings (light and temperature)

Monitoring the temperature of the fridge


The external stakeholders are small food services such as cafe’s restaurants and convenience stores. The internal stakeholders are employees of SKOPE.

User Interviews

I conducted 8 interviews with our largest end users - small food service owners - and 3 interviews with full time SKOPE employees to learn about their thoughts of the Connect app. This is what they said:

I conducted 8 interviews with our largest end users - small food service owners - and 3 interviews with full time SKOPE employees to learn about their thoughts of the Connect app. This is what they said:

Problem Statement

With the results from the user interviews, we arrived at an open ended problem statement with specific user flow focus points to capture the needs of the two main end users:

With the results from the user interviews, we arrived at an open ended problem statement with specific user flow focus points to capture the needs of the two main end users:

Onboarding

Many users had the app downloaded, but didn’t connect to their fridge due to an onboarding process that didn’t explain the steps clearly. The redesign introduces prerequisite set up instructions before scanning a fridge.

Outcomes:


  • 100% success rate in internal usability demos, where testers were able to connect to a fridge without external help or confusion.

  • The estimated connection time messaging and real-time animations received positive feedback from 5+ internal stakeholders, citing clarity and reduced perceived wait time.

Design refresh - connect instructions, connecting using the SKOPE EYE and via fridge display

Landing page

Legacy onboarding design

Monitoring

Being able to properly monitor a fridge is vital for restaurants and cafés, where food safety standards require certain foods to be stored or frozen at specific temperatures. The new design improves monitoring by providing a clearer, more informative UI - particularly in the analytics section. Tooltips now explain how temperature data is collected and how it can help users maintain compliance and food safety.

Outcomes:


  • Internal stakeholders reported that it felt “clearer and more trustworthy”, aligning with food safety expectations.

Legacy design

Legacy design

Controls

Controlling fridge settings is just as important as monitoring them. The redesigned interface simplifies access to light and temperature controls, making it easier for users to make adjustments confidently. Tooltips guide users through each setting, explaining its function and benefits in practical terms.

Outcomes:


  • Contextual tooltips received positive feedback from internal testers for improving confidence and usability.

Controlling temperature

Controlling light

Legacy - controlling temperature

Legacy - controlling light

Warranties

Added a "warranty available" warning to fridge cards to actively remind users that they can claim their warranty. Users can now access a ‘manage page’ for fridge warranties, allowing users to view certificates, check warranty details, and extend or claim their warranty.

Outcomes:


  • Internal stakeholder feedback highlighted the solution as “intuitive” and “a big step toward proactive customer engagement.”

Guidance

Designed a hub for fridge manuals and tips/trips relevant to their connected fridge, along with detailed guides on how to use the app, its features, and how to make the most of it. SKOPE can also share updates such as new releases, maintenance notices, recalls, and more through news articles.

Outcomes:


  • Internal feedback highlighted a clear improvement in user autonomy, with stakeholders describing the app as “more complete” and “self-sufficient.”

Navigating to guides

Testing

Learnings and Next Steps