15:27
California, USA
I was lead designer for Titan C-UAS™ counter-drone system, earning >$75M in sales and a DoD Program of Record.
Team
Team
1
1
Lead Designer •
Lead Designer •
2
2
Fullstack Engineers
Fullstack Engineers
3
3
Customer Success
Customer Success
1
1
QA
QA
Duration
Duration
3
3
Weeks
Weeks
Platform
Platform
Tablet, Web
Tablet, Web
Status
Status
Shipped
Shipped
Overview
Titan C-UAS™ is a hardware-software system enabled by best-in-class machine learning. Operators can quickly secure the land domain from commercial drone threats, with minimal training. Many customers typically network several kits together at once, to secure a large perimeter.
Titan C-UAS™ is a hardware-software system enabled by best-in-class machine learning. Operators can quickly secure the land domain from commercial drone threats, with minimal training. Many customers typically network several kits together at once, to secure a large perimeter.
The User
Our operators are often in high-risk environments with no cloud connectivity. They vary in technical expertise, mission objectives, and where they sit in the chain of command.
Therefore, the system's configuration settings within the user interface – a hardwired tablet –must optimize for the non-specialist operator right out of the box.
Our operators are often in high-risk environments with no cloud connectivity. They vary in technical expertise, mission objectives, and where they sit in the chain of command.
Therefore, the system's configuration settings within the user interface – a hardwired tablet –must optimize for the non-specialist operator right out of the box.
Problems
"…it's confusing when Whitelist controls are under two different tabs of the settings..."
"…it's confusing when Whitelist controls are under two different tabs of the settings..."
– Operator, FBI
– Operator, FBI
"When I toggle a countermeasure 'ON' in the settings, I assume it means that the system then allows me to use it. It's confusing when you're switching something 'ON', when in reality, you're actually disabling the system from letting you use it."
"When I toggle a countermeasure 'ON' in the settings, I assume it means that the system then allows me to use it. It's confusing when you're switching something 'ON', when in reality, you're actually disabling the system from letting you use it."
– Operator, U.S. Customs and Border Patrol
– Operator, U.S. Customs and Border Patrol
01
It's not actually a hardware problem.
66%* of "hardware performance" troubleshooting inquiries were actually user setup errors.
*data from a 2 month period.
66%* of "hardware performance" troubleshooting inquiries were actually user setup errors.
*data from a 2 month period.
02
Users relied on recall > recognition.
Both the navigability and more specific language for systems controls were both critical pain points for operators.
Both the navigability and more specific language for systems controls were both critical pain points for operators.
Solutions
01
Re-architect predictable navigation flows.
I revised the information architecture to add a sixth, distinct menu section. This addition helped to increase high-level distinction, while redistributing the total number of controls more evenly to reduce scrolling.
Within each menu section, frequently used controls were positioned above the fold, with more advanced, less-used controls placed lower.
I revised the information architecture to add a sixth, distinct menu section. This addition helped to increase high-level distinction, while redistributing the total number of controls more evenly to reduce scrolling.
Within each menu section, frequently used controls were positioned above the fold, with more advanced, less-used controls placed lower.
02
Establish cohesive components and language.
We rigorously tested new settings language with our Customer Success team to better match user expectations and mental models. Notably, we made sure to refactor settings logic to remove all instances of double-negatives.
We rigorously tested new settings language with our Customer Success team to better match user expectations and mental models. Notably, we made sure to refactor settings logic to remove all instances of double-negatives.
We audited, downsized, and unified input components to ensure consistent styling, feedback, and error handling.
We audited, downsized, and unified input components to ensure consistent styling, feedback, and error handling.
03
Low lift, high impact new feature.
I designed a Unit Info summary section that consolidates essential product identifiers on the main settings screen. Our Customer Success team benefits from this, because it dramatically cuts down time needed for them to identify systems during troubleshooting calls.
Previously, these specifications were scattered across various tabs, forcing operators to waste time searching for basic information before their actual technical issues could be addressed.
I designed a Unit Info summary section that consolidates essential product identifiers on the main settings screen. Our Customer Success team benefits from this, because it dramatically cuts down time needed for them to identify systems during troubleshooting calls.
Previously, these specifications were scattered across various tabs, forcing operators to waste time searching for basic information before their actual technical issues could be addressed.
Business Impact
01
Improved mental models and clarity.
Improved mental models and clarity.
We conducted evaluative interviews with some of the same customers who had previously reported frustrations. 100% of those we re-engaged reported increased satisfaction following the redesign.
We conducted evaluative interviews with some of the same customers who had previously reported frustrations. 100% of those we re-engaged reported increased satisfaction following the redesign.
02
35% less troubleshooting inquiries.
35% less troubleshooting inquiries.
In the 2 months following the release of this redesign, we tracked a ~35% reduction in troubleshooting inquiries. We suspected that this metric could've been higher, as not all customers with Titan systems currently fielded had access to this release.
2 month period following the release of this redesign. We suspected that this metric could've been higher, as not all customers with Titan systems currently fielded had access to this release.
03
Quality of life improvement.
Quality of life improvement.
The new Unit Info feature centralized scattered product identifiers into a single, accessible location. This dramatically streamlined the troubleshooting process for both the Customer Success team and end users who need help.
The new Unit Info feature centralized scattered product identifiers into a single, accessible location. This dramatically streamlined the troubleshooting process for both the Customer Success team and end users who need help.
Artifacts
01
IA Diagram
Different iterations that balanced tradeoffs around development lift and technical debt.
Different iterations that balanced tradeoffs around development lift and technical debt.
02
Design Audit
Orange notes were lower priority bugs. Red notes were higher priority and required new design work. I created tickets and wrote acceptance criteria.
Orange notes were lower priority bugs. Red notes were higher priority and required new design work. I created tickets and wrote acceptance criteria.
03
Iterations
High output working explorations.
High output working explorations.
© 2021 - 2025.
By Dana Chou - with back pain, ATCQ, and love.
© 2021 - 2025.
By Dana Chou - with back pain, ATCQ, and love.