Agency
Ogilvy – Part of blended / hybrid CX product team (Ogilvy, VMLY&R and Ford)

Client
Ford 

Role and Core product 
Senior User Interface and Product designer (UI / UX)  –  within the dedicated CX Team. Our UK team is the Global Creative Lead for the FordPass Pro app - created specifically for Commercial Vehicle owners with up to (currently) 5 Ford Connected Vehicles. The functionalities of the app have been designed to address key Customer Pain Points - with specific regards to Vehicle Health, Productivity and Security.
Allowing users to interact in multiple ways – from Mobile Start / Stop, Remote locking, Live Data and Analytics, Live Sentinel / Guard Mode Alerts; all helping users to get the best from their vehicles. 
The app is designed for use with the full range of of connected vehicles including Plug-in Hybrid Electric Vehicles (PHEV) and the new release of Battery Electric Vehicles (BEV).

Process, methodology and tools
Working to an Agile Methodology, and in sprint cycles to iteratively improve and build on the app; as new features arise, deeper understanding is gained, and as vehicles’ connectivity increases; for example with the new rage of Electric Vehicles being introduced. Also working on developing the Apps functionality and interaction with Wearables such as Apple Watch and Android Wear.
– Sketch, Adobe CC, Trello (plus various project management tools)
– InVision DSM – for the new Expanding Design System and handoff to Dev team 
– Abstract for Version Control and Libraries
– Zeplin  - Also used for handoff to Dev Teams  
Home screen – Layout and Architecture 
• Core function is to allow a Quick Overview of your vehicle(s)
• Access information about your fleet of vehicles - from Health, Location and Security status
• To quickly navigate and deep-dive into further details, to aid productivity; such as fuel reports,
  Remote Start/Stop and (if vehicle allows) zonal locking and Live Roadside Assistance 

• Hierarchy of information is fully dynamic, accounting for the vast array of vehicle types 
  and varying onboard technologies

Personas – Development and Focus
Personas have been developed and are evolving over the products life cycle, to help focus and understand each of the core user groups and their pain points, here are a few examples of personas created:
Wearables – For expanding feature set and technology 
The UI / UX design and exploration of wearables for both Apple Watch and Android Wear.
Fundamentally understanding which features will translate well to wearable technology, will add true value to the user (and not be received as a gimmick).
The examples below show a variety of screens, including UX / UI for 2 step-security for remote start.
Design Systems and InVision DSM
The Design System currently runs in an environment of Sketch and Abstract for version control of design, libraries and components, Zeplin and InVision for handoff to devs.  
Moving forward and accounting for the wider FordPass app – the Design System includes InVision DSM.
UI and UX for Complex Systems
Many aspects of the app seem on the surface relatively simple, but the complexity of the ecosystem between hardware, data and software are huge. Mistakes cannot be made for fear of passenger health and safety, as well as needing to focus on the primary functions of the app: Productivity, Vehicle Health and Security; all while having to account for the varying technology onboard different vehicles.
Here are some examples of designing for complexity of the ecosystems that exist:
Complex Systems – Hybrid / Electric vehicle charging
• Multiple vehicle types with differing levels of onboard technology and available data
• Complex data sets and restrictions on what data can be called and how often
• For example, each ”Call” to the vehicle to establish the current status, for example, lock status or 
  the hybrid battery charge level, could potentially drain the main battery
• The complexity of the design task: 
   – To account for multiple vehicle technologies and states
   – Balance the UX and Users Needs to vehicle security and health
   – Design the UI to account for all varying states
Complex Systems – Adding Vehicles to FordPass Pro
• Adding vehicles to the app would again, seem simple; but there are multiple, complex user flows 
• We have to account for vehicle security, various owners, users, and multiple states of authorisation
• The user flow below accounts for this complex model and the various states and entry points required
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