Kuna Smart Doorbell: Installation and Onboarding
When Kuna Systems added a doorbell camera to its line-up of smart home security products, they needed to created a whole new onboarding flow with installation instructions. This product required a chime bypass to be installed, in addition to physical doorbell, prior to completing a new setup flow in the Kuna app. The chime bypass allowed the doorbell to ring correctly inside the house, using the existing wiring.
Content Created: Installation Videos and Articles
In collaboration with the marketing and product teams, I created 3 help center articles for the new setup process. The first 2 articles, which focus on installation, include embedded YouTube videos that can stand on their own as setup tutorials. I finalized the scripts and did the voiceover work.
Article 1: Chime Bypass Installation
Article 2: Doorbell Installation
Article 3: Setup in the Kuna App
The 3rd article describes how to pair the doorbell camera with the Kuna app - to view recordings and change the settings.
Room for Improvement
Lots of things have changed since these articles and videos were released. For one, the doorbell has a different name. Maximus used to be Kuna's manufacturing partner, and the doorbells were first sold under their brand and chosen name: Maximus Answer DualCam Video Doorbell. The doorbells are now sold under the Kuna brand, and are simply called DualCam Video Doorbells. Additionally, the app has been updated multiple times, so the setup flow is no longer accurate.
Finally, no content testing was done, and no customer feedback was solicited. I was able to how many people viewed each article on the help center, and how many tickets were created (or not) as a result, but even this information is limited. This is a huge missed opportunity to evaluate the success of this content. A few customers later commented that our videos were overly technical without explaining the practical purpose of each installation step. This is valid criticism that the company has not yet addressed, and I really wish I'd had the opportunity to incorporate this feedback before the videos were released to the public.
