Smartrise
Smartrise is a non-proprietary, state of the art
elevator controller manufacturer.
Project Type: Website
Timeline: 6 weeks
Team: (1) PM (1) Designer
Tools: WordPress, Adobe Photoshop
Project Overview: Redesigned the website for Smartrise, to enhance the user experience for businesses seeking to request quotes, view elevator controllers, or access product support.
Goals:
- Quote Requests: Make it easy for businesses to request quotes for Smartrise’s elevator controllers, streamlining the process and improving lead generation.
- Controller Catalog: Present the company’s range of elevator controllers in an organized, accessible way, helping customers quickly find products suited to their needs.
- Product Support: Provide clear access to product documentation, troubleshooting guides, and customer support to ensure businesses can resolve any issues quickly.
Design Process:
Stakeholder Collaboration: Worked closely with Smartrise’s team to understand their products, target audience (elevator installation companies, building managers), and the specific user journeys for requesting quotes and accessing support.
User Personas:
- Quickly access technical manuals and troubleshooting guides on-site.
- Get fast and reliable customer support for installation and repairs.
- Access firmware updates and spare parts with minimal downtime.
- Difficulty finding specific manuals on the website.
- Long response times when requesting tech support.
- Needs mobile-friendly access to documents and resources while on the job.
- Company website (technical manual section)
- Mobile device (on-site access)
- Phone support or live chat
- Community forums for troubleshooting tips
- Find a reliable and cost-effective elevator controller for a new or existing building.
- Compare different models and understand key features.
- Get a quote quickly and speak with a specialist about installation.
- Ensure the controller meets compliance and safety regulations.
- Overwhelmed by technical jargon and too many product choices.
- Pricing is not immediately transparent, leading to hesitation.
- Needs reassurance about warranty, maintenance, and long-term support.
- Google search for “best elevator controllers”
- Smartrise website (product comparison & pricing pages)
- Consultation calls with sales reps
- Trade shows and industry recommendations
Wireframing & User Flow: Created wireframes that focused on simplifying the quote request process, making product information easy to find, and ensuring that support resources were easily accessible.
User Journey Flow: based on two primary user personas: Building Owners (Shopping & Buying Elevator Controllers) and Engineers (Accessing Technical Manuals & Support)
1. Engineers – Accessing Technical Manuals & Support
| Stage | 1. Awareness | 2. Consideration | 3. Interaction | 4. Resolution | 5. Post-Engagement |
| User Goal | Needs a technical manual or troubleshooting guide | Searches for support options | Navigates website or contacts support | Downloads manual or gets assistance | Applies solution, may provide feedback |
| Touchpoints | Google search, internal documentation, company email | Website, support page, FAQ, live chat | Search bar, support request form, phone call | PDF download, chat/email response, call support | Survey, feedback request, community forum |
| Pain Points | Difficult to find manuals, unclear search results | Too many steps to access info | Slow response time, unclear error messages | Manual lacks clarity, still needs help | No follow-up support, no easy way to share feedback |
| Opportunities | Improve SEO for manuals, create a dedicated search hub | Simplify UI for support access | Provide chatbot/AI-based support | Interactive troubleshooting guide, clearer documentation | Email follow-up, allow user-submitted solutions |
2. Building Owners – Shopping & Buying Elevator Controllers
| Stage | 1. Awareness | 2. Research | 3. Selection | 4. Purchase | 5. Post-Purchase |
| User Goal | Needs an elevator controller for a new or existing building | Compares Smartrise products with competitors | Decides on a controller based on specs and cost | Completes purchase | Installs product, seeks ongoing support |
| Touchpoints | Google search, trade shows, referrals | Website, product comparison charts, case studies | Pricing page, request a quote, consultation call | Online purchase, invoice, payment processing | Installation guide, support ticket system |
| Pain Points | Unaware of best controller option, needs recommendations | Overwhelmed by specs, unclear pricing, lacks technical knowledge | Needs consultation, unclear product differentiation | Complex checkout process, requires financing info | Needs help with setup, unsure about warranty and maintenance |
| Opportunities | SEO content on “best controllers for X,” targeted ads | Interactive comparison tool, case studies | AI-driven recommendations, live product demo | Streamlined checkout, financing options | Onboarding emails, video tutorials, proactive support outreach |
Key Takeaways for UX Improvements – For Building Owners: Simplify product comparisons, add a configurator tool, and streamline the purchase flow. – For Engineers: Improve search functionality, offer AI-powered chat support, and provide interactive troubleshooting guides.
Controller Product Pages: Designed detailed product pages for each elevator controller, including specifications, features, and use cases, to help businesses make informed decisions.
Streamlined Quote Process: Integrated a clear and simple request-a-quote form, guiding users through the necessary steps without overwhelming them with too much information.
Support Hub: Developed a dedicated support section, with downloadable manuals, troubleshooting FAQs, and contact forms, to help users get assistance with minimal hassle.
SEO Improvements: I followed Google SEO best practices to move Smartrise from 3rd page Google results for ‘Elevator controller manufacturer’ to 1st page results
Outcome: The redesigned Smartrise website improved usability and accessibility, leading to a more efficient quote request process, easier navigation of product offerings, and quicker access to support resources. These improvements resulted in a more professional online presence, increased lead generation, and higher client satisfaction with Smartrise’s products and services.
JW Portfolio 