Role: Lead Product Designer Tool: Figma
HP App: Add Device Experience
Scroll ↓
Project Overview
The HP App consolidates three legacy apps (HP Smart, myHP, and HP Support Assistant) into a single, streamlined experience. It brings together all HP devices and the support users need into one unified app, simplifying setup, management, and troubleshooting.
I led the complete redesign of Add Device flow within the HP app: an essential onboarding experience that had a direct impact on user retention, product adoption, and support volume. My goal was to simplify the setup process across mobile and desktop, reduce user friction, and support a wide range of device types.
My Role: Lead Product Designer
Responsible for the end to end UX across device management
Partnered with product managers, engineers, and researchers
Conducted A/B testing, design iteration, and post-beta/pre-launch refinements
Contributed to broader design strategy for the device experience (enterprise & beyond)
Before:
HP Smart legacy printer set up
After:
HP app
The goal was to improve clarity and success during setup while enhancing overall control and confidence in adding devices across platforms.
Setup Painpoints
User feedback and support data revealed high drop-off during setup
Confusing instructions led to frustration and increased support calls
Flow lacked guidance, especially for less tech-savvy users
Existing setup wasn’t scalable for new devices or future updates
Technical Constraints
Faced differing backend architectures across three legacy apps, each with unique device setup logic and data handling
Navigated challenges from unifying apps built on different tech stacks, with no shared setup infrastructure
Dealt with conflicting platform requirements for device setup, including differences in auto-detection and corded detection.
Business Goals
Increasing successful device setup rates
Reducing amount of confusions users had about various setup processes
Reducing support requests related to device management
Creating scalable flows that could accommodate future hardware and software updates
Key Design Decisions
Approachable and supportive copywriting to assist users without overwhelming them during setup
inspired by competitive analysis
Strategic location of Add Device button to guide users through a smooth first interaction
Low-friction setup flow designed to reduce cognitive load and keep users moving forward with ease
Design Exploration
Low-Fidelity Wireframes
Option 1
All choices on one page
Option 2
Separated by device type
Option 3
Dropdown on home page leads to separate drawer and page
↓
High-Fidelity Mockups
Option 1
Option 2
Option 3
After reviewing the pros and cons of each design, I decided to move forward with Option 3 to do user testing.
Option 3 allowed the user to quickly glance at the various setup methods and determine which one they should utilize. The dropdown should allow the user to get to their flow faster and be more efficient.
A/B Test #1
Methodology
20 users in an unmoderated study
Qualitative and quantitative results
Goals
Determine which instructional copy provided the most clarity when guiding users through setup
What worked
Simplicity of the choices
How setup methods were grouped
What needs improvement
Users needed more context and descriptive guidance to confidently choose the right setup path
Screen A
Screen B
Design Iteration
Reviewing these options, I decided to validate Options 3 & 5 with another round of A/B testing.
We felt that Options 1 & 2 had too much detail that would overwhelm the user. Option 3 and 5 provides the user with just the right amount of content and clarity. Now we need to determine if the visual styling of the “Search by serial number” card affects the success metrics of the other setup methods.
A/B Test #2
Methodology
20 users in an unmoderated study
Qualitative and quantitative results
Prototype A
Prototype B
Results
100% of participants were able to complete adding a device without any difficulties
70% of participants preferred prototype A
mentioned consistency and simplicity
"simple, easy, straightforward, and pleasant"
Outcome & Impact
Improved setup success rate through a simplified, well-tested Add Device flow
Validated clarity and usability via iterative A/B testing with 40 participants
Reduced support burden by enabling users to complete onboarding independently
Designed a scalable system that supports future device types and setup options