Smart appliances

Kenmore

Redesigned the smart appliance app around capabilities pushed from the cloud, taking its rating from 1.5 to 4.3 stars.

• Mobile
• IoT
• UX

The challenge

After a few years in the field, Kenmore's smart appliance app averaged around 1.5 stars. Customers complained about a confusing onboarding process that often failed, a clunky design, and appliances that would not connect or notify. The app also had to support new 2019 and 2020 models.

What we built

• → Customer interviews, run jointly with Kenmore's product and engineering teams, to find the features that mattered most.
• → One interface that works across very different appliances: refrigerators, ovens, and dishwashers.
• → An architecture that pushes each appliance's capabilities from the cloud to the app, so new features and new appliances work without an app store update.
• → A simpler, more reliable process for getting an appliance online.

The result

After the relaunch, the app's rating climbed from 1.5 to 4.3 stars.