Manufacturers rely on Hexagon’s metrology hardware and software to ensure the quality and precision of their most critical parts. The company is undergoing a multiyear effort to modernize its portfolio, and the latest generation of devices introduces onboard health sensors and cloud connectivity, unlocking new benefits for customers. This marks Hexagon’s first significant step into connected, digitally augmented hardware, and the team needed alignment around how to deliver a seamless service experience.
I led a cross-functional task force of designers, product managers, software architects, and metrology experts on a service design project to define the onboarding experience for connected devices, creating a scalable foundation for future products and services.
Company
Hexagon
Type
Year
2025
Process
Facilitating Alignment Across Silos
Unlocking the value of connected hardware required coordination between teams that rarely collaborated, including software, hardware, operations, and design. I led weekly working sessions with 12 key stakeholders to surface ideas, challenge assumptions, and build shared understanding. By guiding the group to view the experience through the customer’s eyes, we uncovered how internal silos were limiting our ability to deliver a cohesive solution.
Mapping the Customer Journey
Rather than jumping straight to solutions, we started by mapping the full current-state journey, from awareness through purchase to first use. This revealed key gaps in the experience and helped the team prioritize the most critical areas for improvement. It also uncovered the underlying technical components that would need to evolve to support the launch of the new connected devices.
Designing the Onboarding Pattern
With a clear view of the customer journey, I led the design of an onboarding flow and settings panel that allows customers to easily connect their local software and device to the cloud. This work included interface design, backend coordination, and definition of the user-facing service flow.
Creating the Doorway to Value
I partnered with Hexagon's customer portal designer to reimagine the device pages for connected hardware, shifting them from static product listings to interactive tools for customers. We worked closely with stakeholders and incorporated customer feedback to prioritize the most relevant content and functionality. These updated pages now act as the entry point to Hexagon’s digital services, helping customers get immediate value once their device is connected.
Outcome
Our work delivered a scalable onboarding flow that now serves as the standard for Hexagon’s next generation of connected devices. We aligned teams across software, business systems, operations, and sales around a shared experience and execution plan.
The effort resulted in three major deliverables:
A validated cloud connectivity settings panel used across software applications
New device pages on the customer portal that provide immediate value once a device is connected
A cross-functional foundation to support future connected services and digital experiences
This work created the entry point into Hexagon’s broader connected metrology strategy, enabling new services that help customers get more value from their systems over time.
