UX-Led Research uncovers critical pain points post-feature release for dash cams
“I can’t tell, I mean since that incident that happened, we can’t tell if our cameras are working or not. And so since they have that [video] on demand, I kinda check it just to see, and there’s a lot of times it’s just like, there’s not been any video for like 3 or 4 days, so that doesn’t tell me if that’s working or it is not working. So I feel like we’re partially probably paying for a product that is probably working maybe 25% of the time.” - an angry customer
When customers question whether their dash cameras are working, it's a problem. It's not just a technical glitch; it's a critical failure in user experience, trust, and product value. The feedback above was just one of many voices from frustrated customers who struggled to determine if their cameras were functioning properly after a significant incident. For days at a time, they were left in the dark, with no indication of whether their system was capturing video or simply missing critical moments. That uncertainty left them feeling like they were paying for a service that only worked a quarter of the time.
As the Lead Designer for Video, I recognized this gap as an opportunity. Having conducted extensive research following the launch of our Video on Demand feature, I noticed a pattern of confusion and frustration in the customer feedback. The potential to improve the user experience, reduce customer churn, and restore trust in our product was immense. I knew we had to take action.
The Challenge: Rebuilding Trust and Reducing Ambiguity
The customer feedback illuminated a critical pain point: users couldn't easily tell whether their cameras were recording or functioning correctly. This ambiguity was causing anxiety, and in the worst cases, leading to the belief that the product was unreliable and only worked a fraction of the time. The lack of clarity was damaging our brand's reputation and negatively impacting user satisfaction.
To address this challenge, I proposed a project to redefine the user experience around our camera status visibility. It needed to be clear, intuitive, and, most importantly, it had to restore trust. This was not a task that could be handled in isolation; it required close collaboration with a cross-functional team, including product managers, engineers, data scientists, and customer support specialists.
I ran a series of workshops with the team and we began by listening to recordings from customer conversations I had had the previous week. It was really helpful since we could listen in their voices their frustration and concern with the our product.
Listening to the Voice of the Customer
I began by diving deep into the user research I had conducted post-launch. The feedback highlighted a recurring theme: uncertainty. Customers frequently reported incidents of cameras not recording, but it wasn’t always a technical failure; sometimes, it was a matter of perception. Users were unsure if the system was working because there was no simple, accessible way to verify camera status.
I facilitated a series of workshops with our cross-functional team, where we synthesized customer feedback, explored the root causes of the confusion, and mapped out the user journey. We identified two critical pain points:
Lack of Real-Time Status Indicators: Users had no immediate feedback on whether their cameras were online, recording, or experiencing technical difficulties.
Poor Communication of System Health: Even when cameras were working, the lack of clear communication led to a perception that the product was unreliable.
Some of the explorations the team came up with during our workshop sessions. Everyone seemed to agree we needed a proper Camera Health Admin section where fleet managers could manage their camera inventory and act on faulty cameras.
Crafting the Solution Path and deciding what to build first
With these insights in hand, I proposed a solution to stakeholders: a new feature that would provide users with a real-time status dashboard. This dashboard would give a clear visual representation of each camera’s status—whether online, recording, or experiencing an error.
To ensure the solution was viable and aligned with our technical capabilities, I collaborated closely with the engineering team to understand the data we could leverage for real-time updates. Additionally, I worked with data scientists to model how we could predict and prevent potential downtime, offering proactive alerts to users.
Our goal was simple: to provide customers with peace of mind by giving them complete visibility and control over their dash cameras.
I gathered leadership from other areas and together we voted on which features were the most important and not too costly and what could be left out for a follow up release.
Designing and Testing the Solution
Armed with a clear vision, we entered the design phase. I led the UX design team in creating wireframes and prototypes for the new status dashboard. We focused on clarity and simplicity—ensuring that the design was accessible and intuitive even for non-technical users.
To validate our design, we conducted user testing sessions with a diverse group of customers. We iterated on the design multiple times, refining it to ensure it met their needs and addressed their concerns. Simultaneously, I worked with the engineering team to ensure the technical feasibility of the proposed solution.
Cross-functional collaboration was crucial during this phase. We worked closely with customer support to develop clear messaging for users who experienced technical issues.
Rough somewhat high fidelity concepts quickly put together to discuss feasibility with leadership and engineering - one of the many entry points to the admin area being a status bar at the top of the Events List. Due to many technical constraints V1 would be a very simple concept.
Camera list has a dashboard-y feel to it with summary cards at the top and a list with a search functionality at the top to filter down by camera or vehicle name
Camera card presents high-level information around any given camera installed in the fleet along with any errors or malfunction.
Impact: Recognition and Strategic Considerations
The project’s potential impact was immediately recognized. When I presented the solution to leadership, it was met with high praise. Stakeholders across multiple teams—product, engineering, and customer support—expressed enthusiasm for the clarity and customer trust that the new feature would bring. The proposal sparked meaningful discussions and generated excitement throughout the organization.
However, due to other pressing priorities and issues that required immediate attention, the project was ultimately deprioritized in the current development cycle. While the new status dashboard did not make it into this quarter's roadmap, it remains a highly regarded initiative for future consideration.
Conclusion: Leading by Example and Uncovering New Opportunities
This project was a testament to the proactive power of UX research. By digging deep into customer feedback following the release of a new feature, I uncovered a critical pain point that had been affecting user satisfaction and trust. Taking the initiative, I created a new roadmap item and presented it to leadership and product managers, demonstrating the value of user-centered design in addressing real-world problems.
Though this project was not prioritized at this time, it gained recognition and support across the organization. As the lead designer, I am proud to have championed this effort, turning customer insights into actionable solutions and positioning our team as a driver of meaningful change. This experience reinforced the importance of always listening to our users, continually advocating for their needs, and never hesitating to propose bold ideas that push our products forward.