SAMSUNG - PRODUCT RE-DESIGN
Knox Mobile Enrollment
ROLE
Research & Design
TIMELINE
3 months (April-June 2024)
TEAM
2 Researchers
2 Designers
1 Product Manager
SKILLS
Product Design
User Research
OVERVIEW
Continuous User Testing for Knox Suite
Our team was tasked with conducting continuous, end-to-end user testing on all of our B2B products within Knox Suite, and research insights were typically followed up with a redesign of the product itself. My role spanned study preparation and planning, conducting user interviews, synthesizing data and generating insights, and leading the insight-driven redesign of the KME profile revamp.
SNAPSHOT
A fluid, informative profile creation flow
DISCOVERY
Initial calls for change
Previous UXR interviews had shown that users were growing increasingly frustrated with Knox Mobile Enrollment. That, coupled with the fact that our data team mentioned users were not using KME to its fullest extent (even though it’s a free solution) meant that change had to happen.
PROCESS
Peeling back the layers & arriving to our framing
How might we create a seamless, fun, and energetic purchasing experience while increasing brand integrity and credibility?
What are the major pain points users encounter during the Knox Mobile Enrollment setup?
Screener & Participants
Using our research panel and opted-in Knox Suite users, we screened for the traits below:
Significant experience in KME and IT mobile device management (n=4)
Experience in third-party EMM/MDM device management and integration (n=3)
Experience with competitors (Google Zero-Touch)
Evaluative Research Format
1-hour user interviews with a 15 minute follow-up interview on design iterations.
Users were asked to say their thoughts aloud and complete the following tasks:
Solution onboarding
Device upload & Profile Creation
EMM integration
Device enrollment & On-device setup
INSIGHTS
Where the experience broke down
After conducting 6 user interviews, users were confused, hesitant, and glossed over key features. 3 common themes started to emerge:
Overload & confusion
The dense "Android Enterprise profile settings" page overwhelmed users, slowing them down at every task. Many froze on the very first step of choosing between "Standard" and "Advanced" profiles, then dug through documentation to understand the difference. This signalled confusion and a clear blocker early in the flow.
Challenging review process
Users were worried about having the correct settings and not making mistakes. KME profiles can only be pushed on device setup, so if settings are not configured properly, devices must be factory reset. This led participants to keep navigating between pages to double/triple check their work and left users feeling unsatisfied with the experience.
Under-utilization of JSON field
Participants skipped the JSON field, an important feature for automatically enrolling devices with specific EMM configurations (enrollment ID, etc.). IT admins were unsure what to enter, and the documentation didn't help. Even experienced users who had used the feature before struggled to complete the task.
DESIGN DECISIONS
Creating an experience users can handle
How might we create an intuitive experience that minimizes info overload, provides guidance & reassurance, and allows users to fully utilize KME?
Reassurance & clarity
We introduced a review stage with a clearer visual hierarchy, so users can see exactly what they've configured and feel confident pushing their profiles to devices. Clear calls to action make it easy to jump straight to any setting they want to modify.
Reducing load with progressive steps & anchoring navigation
We broke the dense two-page solution into a series of guided steps. Steppers, integrated into our Knox Design System 2.0, show progress and make navigation easy. We also added anchor-based navigation, or "jump-to sections," so users can move directly to any area of the page. Rather than scrolling through long lists, they select a feature from the menu and land right on the relevant section, keeping the experience focused and efficient.
Advanced settings toggle
Admins can now enable advanced settings at any point with a simple toggle, making it easier to adjust profiles as needs change. Features like device locking and enrollment security are available in context, without extra steps or early decisions. This replaces the old system where users had to choose between Standard and Advanced profile types upfront, and removing that early choice simplifies the experience while giving admins more control.
Boosting utilization through discoverability
To improve access to the most-used settings, we reorganized the layout to bring key features to the forefront, helping the interface match user expectations and cut search time. As KME's unique selling point, the custom JSON field was pivotal to this effort, so we moved it to the top of the form to make it more prominent and easier to discover. We also added a pre-filled input with an example configuration based on widely used third-party EMMs like Microsoft Intune and IBM MaaS360, giving users a clear starting point, reducing reliance on documentation, and lowering time to value.
REFLECTIONS
Adapting to the work environment
Know how and when to advocate for yourself
Advocating for myself and my work was never something I had trouble doing in an academic sense, but in the workplace it can be quite intimidating. My year at Samsung taught me the importance of speaking up even when I’m the youngest or least experienced person in the room. I learned to voice concerns, propose ideas, and ask for clarity without second-guessing myself. Over time, advocating for myself became less about proving something and more about creating open, honest communication with my team. It's a skill I'm still developing, but one that has already helped me grow both professionally and personally.
Understand stakeholders and make them feel heard
Working with other teams so closely helped me understand how to communicate with people from different backgrounds and gain new perspectives on how to solve problems. I really think that getting out of the "UX Bubble" is super important moving forward, especially when designing for business goals, impact, and much more.
Stakeholders are also more likely to feel connected to the work if they are actively involved. For this project, we had our PMs integrated right from the start, leading to the implementation of insight-driven designs and buy-in from company executives.