Page 60 - Mobility Management, July/August 2021

Listening To Users
We believe “The Bridge Must Stand” regarding technical testing of the product. However, it is critical that the users’ voices are included too! That is why, when we developed LUCI, we included wheelchair users, caregivers, and clinicians in a two-stage product validation phase. This product validation led to a number of changes to our hardware, software and user interface. The basic flow of our pre-launch validation is shown below.
ALPHA PHASE
GATE 1
BETA PHASE
GATE 2
No safety failures
Evaluate basic function: Installation (VAL.1) Setup App (VAL.2) Home Operation (VAL.3)
Observe additional functionality: Non-Home Operation (VAL.4)
Cloud Communication (VAL.5)
Maintenance (VAL.6)
Beta Mid Drive 1...n
Beta Front Drive 1...n
Clinic On-Site Demos/Trials
No safety failures
User Trials Evaluate: Home Operation (VAL.3) Non-Home Operation (VAL.4)
Cloud Communication (VAL.5)
Maintenance (VAL.6)
Clinic Demos/Trials Evaluate:
Installation (VAL.1) Setup App (VAL.2) Non-Home Operation (VAL.4)
Alpha Mid Drive User
Alpha Front Drive User
Clinician Demos
This process of working with users and clinicians continues today. LUCI maintains an active “Beta User” program to get consistent user feedback from the field. We are always listening and improving.
While we have the mandatory processes in place for receiving reports and addressing corrective and preventative action based on field reports, at LUCI we are using technology to go beyond basic compliance in two important ways.
LUCI’s telemetry system collects and analyzes anonymous log data from all connected, deployed safety systems so LUCI can monitor fleet health, capture fleet-wide trends, and act on possible issues. The anonymized fleet- wide data aggregation allows us to evaluate the performance of the LUCI fleet in pseudo real time to inform future product changes. Our telemetry also allows LUCI to diagnose errors on individual safety systems. This allows us to intervene quickly, even before a user notifies us of a problem in some cases.
Every LUCI user can help us with this process of continuous improvement by pressing the LUCI button on their Dashboard five times fast when they encounter a situation with LUCI that they don’t like. When you press the button on your unit five times fast, an anonymous packet of sensor data is sent to the engineering team at LUCI to analyze and use to improve the product.
VALIDATION RESULTS REVIEW