Philips LatteGo 2200
& AquaClean filter: Redesign
This project is a redesign project with Philips that aims to improve the usability issues of replacing AquaClean filters on the LatteGo 2200 coffee machine. The final proposal is an integrated solution that includes a digital interface, physical products and information communication to support users in completing tasks more intuitively and enhance their perception of the product value.
User research, Usability, UI design, Product design
Period
Feb.2021 – June.2021
Team
Weichun Lin, Annie Aggarwal,
Nina van der Klauw, Noa Knorringa
Contribution
Project management, User research, Product analysis, Concept development, Prototyping, UX/UI design, User test planning and facilitation
Stakeholder
Products overview
LatteGo 2200 coffee machine
Philips LatteGo 2200 is a fully automatic coffee machine designed to provide users with easy use, fast, diverse, and high-quality coffee beverages.
Philips AquaClean filter
The AquaClean filter is a water filter from Philips that removes most of the calcium ions from the water to prevent scaling of the appliances. It needs to be replaced every three months.
Operate complex tasks on a low-tech interface
Challenges
In order to keep the extraction process optimal and maintain the best coffee quality, the filter does not remove all the ions from the water. As a result, even if the user installs filters correctly and replaces them on time, there will still be a bit of calcium deposit form in the machines, which needs to be descaled regularly. However, unlike the high-end series models, the 2000 series models use a touch display panel with fixed buttons, limiting the information display. This makes it more challenging to guide users to perform complex operations (activating filters, descaling etc.) with the current interface.
RESEARCH
To better explore the problem space of the current products, we conducted cognitive walkthroughs, initial user tests to analyse and map out the usability issues, and following interviews with potential users to further understand their concerns and needs.
Since filter replacement and descaling are not observable from the first use, we also collected information about the product from online forums and reviews from online stores (Bol.com, Coolblue, Amazon and Philips) to identify additional issues associated with the AquaClean filter and its use in the coffee machine.
Based on the research and analysis, we mapped out several usability issues and opportunities for improvement. We organized these issues into three severity levels based on task completion rates and colour-coded them in a chart. This allowed us to distil three key insights from our findings.
Key insights
1. Unclear interface guidance
We identified two main issues in the main interface that confused users trying to complete tasks.
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Confusing buttons
This includes unclear icons, confusing text labels, and dual functions sharing a single button. All these frustrate users in the operation process, and they must consult the manual to understand and complete the task.
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Unclear light indicators
The light indicators in the existing interface do not provide clear progress information, and the wrong lighting colour selection also reduces recognition.
2. Narrow water tank
Installation and removal of filters can be physically challenging due to the narrow water tank. In addition, due to the cramped operating environment and lack of installation feedback, it was difficult for users to verify proper installation. This leads to rejection and lack of confidence in the installation experience.
3. Unperceived value of AquaClean filter
Users do not understand the AquaClean filter and cannot see it in action. This lack of information and perception means that users cannot readily perceive the benefits of using the filter, leading them to question the value of replacing it regularly.
Without regular filter replacement, users have to go through the hassle of descaling more frequently, resulting in decreased satisfaction with the coffee machine. On the other hand, the company will lose long-term profits and even damage the brand image.
"I honestly have no idea what the difference in quality of water does ... Changing of this part took me 40 minutes ... "
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"the first filter never mentioned that it needed to be replaced and I noticed that after a long time and that's why I wanted to use the second filter. Why there was no message to change the filter."
The packaging of the filter does not provide any information about the product name, function and how to use it.
Research summary
The research on the LatteGo 2200 and AquaClean filter has revealed several key insights.
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The interface lacks clear guidance, making it difficult for users to complete tasks without consulting the manual.
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The process of replacing the filter is complicated and ergonomically challenging.
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Users are not well-informed about the function of the filter and cannot observe its effects, leading to doubts about its value.
These factors, combined with the negative experience of installing the filter and doubts about its value, have reduced users' willingness to replace it on time. In summary, the poor design of the coffee machine and the lack of value perception discourage users from replacing the filters.
DESIGN STRATEGY
Design goal
Support users to operate the interface more intuitively while motivating them to replace the filter regularly.
The design goal will be achieved in the three stages of experiencing the products in the following three ways:
1. Deliver product information
Deliver sufficient product information to enhance users' understanding of product features and benefits.
(Before use)
2. Provide clear operational guidance
Enhance user interface guidance to help users complete tasks intuitively without relying too much on manual.
(Using)
3. Visualize product value
Provide users with evidence of filter operation to enable them to perceive the value of the product.
(After use)
PROTOTYPING
To identify and refine problems with preliminary design solutions, we iterate on these ideas by building low-fidelity prototypes and testing them quickly with users. This included user interfaces, physical components and product communications.
1. User interface
2. Physical components
3. Product communication
USER TESTING
To validate the integrated design experience, we conducted two user tests with 5 users ranging from 24-73 years old, including different nationalities, genders, and professional backgrounds.
User test setup
RESULTS
1. Main interface
The main interface has been redesigned to help users complete their tasks intuitively by focusing on the parts that cause confusion, including the layout of the buttons, the icons and text labels on the buttons, and the light indicators that guide users.
Layout
Divide areas for daily coffee-making and maintenance buttons allow users to operate the required steps more intuitively, avoiding confusion for performing different tasks.
Clear icons & labels
For clarity and consistency, text labels have been added to all buttons. The original "Calc/ Clean" button has been changed to "Descale" to help users better understand its purpose and avoid confusion with the "AquaClean" button. In addition, several essential and confusing icons have been analysed and redesigned.
Light indicator of progress
A progress bar (loading sign) with a light indicator around the start/ stop button gives users clear and immediate progress feedback, and the flashing light invites users to press the button.
Warning light
Differentiate visual styles to avoid functional confusion. Warning icons (water tank empty, drip tray full, etc.) are only perceptible when lit up, which makes it easier for users to distinguish them from buttons.
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2. Information card Unavoidable reminder
A noticeable information card is placed on the filter port inside the tank to prevent users from skipping the installation and activation of the filter. Since the filter package does not provide any information, we found in our user tests that some users would ignore the filter, fill the tank with water, and start making coffee. This additional step of removing the small card reminds users to install the filter and once again highlights the importance and value of the product.
The information card extracts the complicated procedures from the manual and selects only the key installation steps. The card is brightly coloured to attract the user's attention in the water tank.
3. AquaClean Filter Packaging
Information that appears in time
Provide the basic steps required to install the filter on the package. Since the filter replacement is after three months of use, we found that most users do not keep the manual, so the packaging of filters could be an appropriate touch point to provide installation guidelines. In addition, the product name, function description, installation guide and replacement instructions on the package can enhance the value of the product as perceived by the user.
4. Water Tank
Wide opening for narrow environments
Adjust the water tank opening to provide a notch for the wrist to bend in and out more freely. With the current depth of the tank, this improvement could address the negative installation experience of a cramped environment without changing the size of the tank, and can be easily applied to other models.
5. AquaClean Filter
Colour loss as evidence of operation
Visualize the wear of the filter to increase the user's perception of its value. Inspired by Philips toothbrush heads, a special coating is used to make the colour of the product fade when exposed to water to prompt users to replace it. In addition to the existing indicator light on the AquaClean button, the user can directly observe the wear of the filter to increase the perception of its operation.
Philips toothbrush head wear out
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