Doro Hemma Doorbell
A 12-week industry collaboration with Doro, redesigning the onboarding experience for older adults through user-centred research and design
Project overview
My role
UX researcher / UX designer
Team
5 designers
Client
Doro
Industry
Smart home devices / B2C
Platform
Physical device / Mobile app
Tools
Figma
Methods
Secondary research · Surveys · Interviews · Usability testing · Cognitive walkthrough · Affinity mapping · Insight statements · Personas · How might we · Wireframing · Interactive prototyping · A/B testing
Time frame
3 months (October - December 2024)
The Challenge
Doro develops products that help older adults live independently. Our team partnered with Doro to evaluate the onboarding experience of the Doro Hemma Doorbell and identify opportunities to improve it.
Although the task initially appeared to focus on the mobile application, our research quickly revealed a much broader problem. Installing the doorbell required users to switch between printed instructions, physical hardware, Wi-Fi settings, emails, QR codes and the mobile app.
Older adults were not struggling because of the technology itself. They were struggling because the onboarding experience required them to navigate multiple disconnected touchpoints while already feeling uncertain about using new technology.
Understanding the Experience
Research: Inspiration phase
Designing an accessible onboarding experience required understanding far more than the interface itself.
Before designing solutions, we wanted to answer three questions:
- How do older adults interact with smart home technology?
- What prevents them from completing the installation independently?
- Why do many rely on family members for technical support?
To answer these questions, we combined interviews, surveys, Think aloud usability testing, Cognitive walkthroughs and secondary research. We also evaluated the onboarding experience using SUS, UEQ and SEQ, allowing us to support qualitative insights with measurable usability data.
My contribution
I contributed throughout the entire research phase, helping plan, conduct and synthesise user research.
I was responsible for:
- Planning research activities, including interview guides, surveys, participant consent forms and usability questionnaires (SUS, UEQ and SEQ).
- Conducting research through interviews with older adults and family members, survey distribution and a Cognitive Walkthrough using the Doro Doorbell and companion app.
- Performing secondary research on Doro, competing smart home products, accessibility and the needs of older adults.
- Analysing qualitative and quantitative data, including survey results, SUS, UEQ and SEQ scores, and organising Affinity Mapping to identify patterns and key insights.
Key Insights
Our research revealed that usability issues were not caused by a single interface problem. Instead, they emerged throughout the entire onboarding journey.
01. Installation felt overwhelming
Observation
Users were required to interact with several different touchpoints before completing the installation, making the onboarding process feel more complicated than expected.
Evidence
Users switched between the physical device, printed instructions, QR codes, emails, Wi-Fi settings and the mobile application.
Design opportunity
Create a more connected onboarding experience that guides users through each step with greater clarity.
02. Confidence mattered as much as usability
Observation
Many participants became uncertain when they encountered unexpected steps, even when they were technically able to continue.
Evidence
Usability testing showed that uncertainty often led users to stop, hesitate or seek help before completing the installation.
Design opportunity
Reduce uncertainty by providing clearer guidance, feedback and reassurance throughout the onboarding process.
03. Onboarding is a shared experience
Observation
Older adults often relied on family members or friends when setting up the product.
Evidence
Interviews showed that relatives frequently supported installation, making them an important secondary user group.
Design opportunity
Design an onboarding experience that supports both independent users and those receiving assistance.
Design Principles
The research insights became the foundation for a set of design principles that guided every design decision throughout the project.
Reduce uncertainty
Users should always know where they are, what to do next and what to expect throughout the onboarding process.
Guide users step by step
Break complex tasks into smaller, manageable steps to reduce cognitive load and make progress feel achievable.
Support different levels of digital confidence
Design an experience that is accessible for first-time users while remaining efficient for more confident users and family members providing assistance.
Provide clear feedback
Every important action should be acknowledged with immediate, understandable feedback to reassure users that they are progressing successfully.
Keep the experience consistent
Reduce unnecessary context switching by creating a coherent journey across the physical product, printed materials and mobile application.
Design Exploration
Ideation phase
Using our design principles as a foundation, we explored concepts that addressed the most significant barriers identified during research. Rather than redesigning isolated screens, we focused on improving the onboarding journey as a whole by reducing uncertainty, providing clearer guidance and supporting users throughout the installation process.
My сontribution
I translated research insights into design solutions by contributing to:
- Wireframing to explore and refine early design concepts.
- Interaction design focused on creating a clear and intuitive onboarding experience.
- High-fidelity prototyping in Figma to communicate and validate design solutions.
- User flow refinement to simplify the installation journey and reduce cognitive load.
- Design iterations based on team discussions and feedback before usability testing.
01. Simplifying the onboarding flow
The problem
The installation process required users to switch between multiple touchpoints, making it difficult to understand what to do next.
The solution
We redesigned the onboarding flow into a clearer, step-by-step experience. Each stage focused on a single task, with clear instructions and visual cues to help users progress confidently.
Why it matters
Breaking the process into smaller, manageable steps reduced cognitive load and helped users maintain confidence throughout the installation.
02. Making progress visible
The problem
Participants were often unsure whether they had completed a step correctly or how much of the installation remained.
The solution
We introduced clear progress indicators and immediate feedback after each completed action, helping users understand both their current position and what would happen next.
Why it matters
Providing continuous feedback reduced uncertainty and gave users confidence that they were successfully progressing through the setup.
03. Supporting users when they need help
The problem
Research showed that many older adults required assistance from family members during installation.
The solution
We explored ways to make guidance easier to access and understand, using clearer language, contextual instructions and supporting visuals that benefited both primary users and those helping them.
Why it matters
The redesigned experience supported independent use while making collaboration with family members more intuitive when assistance was needed.
03. Supporting users when they need help
The problem
Research showed that many older adults required assistance from family members during installation.
The solution
We explored ways to make guidance easier to access and understand, using clearer language, contextual instructions and supporting visuals that benefited both primary users and those helping them.
Why it matters
The redesigned experience supported independent use while making collaboration with family members more intuitive when assistance was needed.
Testing and Iteration
We validated the redesigned onboarding experience through Think aloud usability testing and A/B testing. The sessions revealed how users navigated the prototype, where they hesitated and which design improvements were needed before the final iteration.
Impact
The project demonstrated how user-centred research can improve onboarding by addressing the entire installation experience rather than the mobile app alone.
Doro responded positively to the project and particularly appreciated that usability testing was conducted in participants' home environments, providing insights into real-world use.
Project outcomes
- Industry collaboration with Doro throughout the entire project.
- Research findings and design recommendations presented to the Doro team.
- Comprehensive research material that could support future product development.
- Recommendations for improving onboarding based on real user behaviour.
Implemented outcomes
- Four onboarding improvements were implemented in a product update following the project.
- A new collaboration between Doro and HejSenior was initiated.
- Research findings continued to support future product development.
- Research findings continued to support future product development.
Future opportunities
- Quick Start Guide included in the product packaging to support users before opening the app.
- Alternative onboarding flows tailored to different levels of digital confidence.
- More accessible guidance, such as voice assistance or AI-supported onboarding.
Reflection
This project reinforced that good onboarding extends far beyond the interface. Understanding the complete user journey, from opening the box to successfully completing the installation, was essential to designing a more accessible experience.
Working with Doro and conducting research with older adults strengthened my ability to translate user research into practical user-centered design decisions. It also showed me the importance of validating ideas through iterative testing and close collaboration with both users and stakeholders.
Impact on co-workers and users with disabilities
Blind or low-vision users
Struggle to navigate due to unlabeled controls, missing roles, and poor contrast
Colour-vision deficiencies
Can’t perceive status information shown only by colour.
Cognitive differences
Face higher effort and more errors from abbreviations and inconsistent copy.
Keyboard-only users
Can’t move smoothly through the page because some elements don’t get focus or trap the cursor.
Screen-reader users
Struggle to understand page structure because some buttons and labels aren’t described properly. Symbols like “&” or “/” are read aloud in full, which makes names and phrases sound confusing.
New co-workers
Often face confusion and slower onboarding when the tool uses unclear terms, abbreviations, making it harder to learn and navigate independently.
Non-native speakers
Struggle to understand unclear or inconsistent wording, especially in elements like the language selector or filters. Ambiguous terms and abbreviations make it harder to find the right option and complete tasks confidently.
All co-workers
Experience reduced efficiency and independence due to unclear, inconsistent copy and use of abbreviations, especially in time-pressured environments like stores where quick task completion is essential.