PROJECT Summary
November 2019 - February 2021
This project is an application designed to help various user groups in the operation of fired heaters. At its core, it utilizes a proprietary first-principle algorithm that outputs burner settings to run at their most efficient. It was originally developed as a mobile application; it is now a multi-platform digital ecosystem. After taking ownership of this product, I designed a significant feature addition and a desktop interface to utilize the functionality within the OnPoint Portal. This project is being handled by one of OnPoint’s development teams in India. I interact with this India team on a regular cadence in Daily Standups and various other meetings.
Tools:
Sketch
Miro
UserZoom
InVision
Research
Domain Research
I worked extensively with John Zink Smart Combustion Engineers to understand the pain points within a facility that utilizes fired heaters. I have audited multiple John Zink Institute courses to learn about the fired heater world and better understand fundamental combustion concepts.
User Research
We conducted several forms of user research to understand the best way to provide value to this product's end-users. We received feedback from client partners in companies like Motiva and Flint Hills Resources through our Solutions Strategy and Customer Success teams. We conducted several moderated interviews with operators and engineers to gauge the concept of a feature set we named Intelligent Heater Diagnostics.
Initial Design Workshop
In the fall of 2019, we conducted a remote design sprint with a cross-functional team comprised of UX, Technical Product Management, Solutions Strategy, Solutions Delivery, and Development to ideate on how we can utilize insights we derive from EMBER to provide innovative value to our users.
The result of this design sprint was a feature set that we named Intelligent Diagnostics. The desire was to provide that industry-leading domain expertise to operators when EMBER identified issues at the asset level. This broad concept has multiple complexity levels, so it was a large design challenge to effectively present that information. Another challenge is successfully providing what value we can while also working towards other capabilities that are not technically feasible in EMBER’s current state.
User Problem
Operators in fired heater facilities have many complicated responsibilities to address daily. There are concerns of safety, efficiency, and productivity that can difficult to balance. Many of these concerns revolve around fired heater operation. Even though these large facilities take teams to operate, much of the time, there is no explicit fired heater specialist on-site.
EMBER Current State
EMBER provides outside operators with air register recommendations that we calculate using EMBER’s core algorithm in its current state. This is valuable, but it does not encompass all of the complexity involved in effectively running a fired heater.
Solution Statement
This next iteration of EMBER sought to address abnormal operating conditions on a fired heater. We use EMBER’s core algorithm to identify when a fired heater is operating inefficiently; then, we provide operators industry-leading expertise to resolve issues and optimize performance.
We will create a new feature set that provides this guidance to fired heater operators in the field. This feature set has a working name called Intelligent Heater Diagnostics. We hope to apply this concept to other equipment types in the future as OnPoint’s services grow.
Design
User Flow
Initial Sketches
Wireframes
Iterations
User Testing
Before moving this iteration of EMBER to development, we organized a round of usability testing with users sourced from multiple client-partner organizations. I utilized UserZoom to conduct these remote usability tests in October 2020 due to concerns with COVID-19. I prepared the usability tests and acted as the moderator with some observer support.
The users interacted with mobile and desktop prototypes hosted on InVision, while we recorded the sessions using the UserZoom platform. There were three different users who worked in multiple roles in fired heater facilities; they were professionals with many years of experience in the domain and were sourced from two companies.
The sessions lasted 30 minutes, including introductions. It was a basic usability test with open feedback on the interface that they were interacting with. Several insights led to design changes in the final iteration before delivery to the development team.
Final Screens
Mobile
Desktop
Next Steps
We are currently developing this iteration of EMBER, beginning with the mobile enhancements and then the additional desktop enhancements. We will be evaluating these changes through defined feedback sessions, both internally and externally, with client-partners. Some defined features were determined out-of-scope for this iteration but may be included in the next iteration.
Conclusion
I had been involved with EMBER before this iteration at some level, but taking ownership of a product set such as this was more than a little intimidating. This product set is more than one mobile application or feature set added to the OnPoint Portal; it is a system that has many dependencies and complications. I had to consider how various user groups would interact with this system, but I also had to consider interactions outside of these applications and how these designs could grow with added functionality in future iterations.
This project and its challenges have influenced my interest in growing my skills as a system and service designer. Great product design is something that I am dedicated to, but because products often do not exist in isolation, a product's goals can be hard to achieve without effective strategic design.