VuLink Case Study
My role in creating the fastest-selling device in In-Situ's history
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Overview
Overview
VuLink is a telemetry device used in water monitoring. It connects to a data logger, which records information about temperature, pH, and other things. VuLink uploads that data to the cloud. This project entailed development of the device, a mobile app, and a web app.
Challenge
Challenge
Environmental scientists often install telemetry systems in remote areas where access is difficult and costly. Incorrect setup could necessitate days of driving, or even a helicopter ride, to fix.
How would we give users the confidence to deploy a complex telemetry system, in the field, with minimal support?
Audience
Audience
VuLink is for people and organizations involved in monitoring water resources. Examples include scientists at the USGS, compliance personnel at mining operations, and others.
Business goals
Business goals
In-Situ had been reselling another company's telemetry devices for years. But reliability was poor. Usability was worse. We hoped VuLink would boost telemetry sales and reduce calls to tech support.
My role
My role
As the UX writer for VuLink, I shaped both digital and physical touchpoints. That means I:
Wrote and designed in-box and online documentation (quickstart guide, full manual, FAQs).
Defined in-app terminology and authored all mobile and web UI copy.
Partnered with engineers, UX, support, and product teams to ensure clarity and usability.
Translated technical language into user-centered, plain-language content.
Process
Process
Partnering with XFN stakeholders
Partnering with XFN stakeholders
My work began with the project kickoff. I participated in daily standups and weekly team syncs to keep documentation and content work aligned with the rest of the project.
When engineers discovered that incorrect battery installation could cause a fire, the UX designer and I came up with a solution: a sticker in the instrument's battery compartment and a warning in the quickstart guide.
After launch, our sales and support teams shared customer feedback with me. I addressed it with new online FAQs.
The battery graphic and text help users install batteries properly.
Writing UI copy and defining terminology
Writing UI copy and defining terminology
As the UX and software teams fleshed out parts of the experience, I translated internal jargon into plain language.
Engineers used the term "end of session" to refer to the moment when the software disconnects from VuLink.
Early designs for the app had a "reporting" section. But Support said that word already had a specific meaning to users.
Internally, people called anything connected to VuLink a "downstream" instrument. In water, an instrument can literally be downstream.
"End of session" went away in favor of a short text explanation.
"Reporting" became "uploading."
"Downstream" instrument changed to "connected" instrument.
This screenshot shows HydroVu, our web app, while development was still in progress. Note the word "reporting" in the message on the bottom.
Writing documentation
Writing documentation
I made a four-page quickstart guide (two pieces of paper) to make installation almost foolproof.
I included photos with step-by-step instructions. Plain language makes the content easy to understand.
Because some users have more advanced needs and want specs, I also made a full PDF manual.
Here's an edge case covered by the manual.
Results / impact
Results / impact
Customers love VuLink's easy setup. Here's a quote:
Customers love VuLink's easy setup. Here's a quote:
“The usability is out of sight. It often surprised me how every aspect of VuLink was so well thought out.”
400% of forecast
400% of forecast
sales in the first year
Under 1%
Under 1%
out-of-box failures due to user error
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