Feature: HP Service Center
Company: HP
Project overview
HP Service Center (SC4C) is a desktop and mobile platform used by HP resellers and service engineers to monitor fleets of large-format printers worldwide. I worked on a full UX overhaul of the Dashboard, Device Page, and Printhead Page to simplify workflows, reduce reaction times, and improve visibility into printer status and maintenance.
Problem
The existing interface suffered from multiple usability issues:
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A global map view was loading slowly and added little value for users focused on local fleets.
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Key information was buried or fragmented, requiring users to dig for alerts or service tasks.
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The Printhead page was visually dense, with graphs that were hard to interpret.
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Navigation between sections lacked clarity, slowing down workflows for common tasks.
Research & Discovery
We conducted interviews with HP resellers, engineers, and internal product teams. Through affinity mapping and task analysis, we identified key user needs:
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Immediate visibility of devices requiring attention
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Quick filtering and sorting by client, device type, and urgency
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Faster navigation across key service tasks like maintenance, warranty, and troubleshooting
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Better mobile performance for technicians working in the field
Design Strategy
Our approach focused on reducing time to insight, increasing task efficiency, and elevating the information hierarchy across all views. We prioritized:
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Streamlined layouts that surface critical actions
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Interactions designed for both desktop and mobile usage
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Modular UI components for scalability across future features
Solution Highlights
✅ New Dashboard
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Replaced the underused global map with high-priority charts and key alerts.
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Designed visual summaries that surface device errors, service tasks, and upcoming maintenance at a glance.
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Introduced interactive charts that act as dynamic filters, allowing users to slice data instantly by issue type, customer, or urgency.
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Expandable rows reveal detailed device status and associated tasks without leaving the page.
✨ Impact:
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37% decrease in time to identify at-risk devices
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42% faster triage of maintenance and service tasks
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91% user satisfaction in post-launch feedback survey
✅ Redesigned Device Page
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Introduced a left-side navigation menu with nested sections for quick access to device details, history, and actions.
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Reorganised content with a new information architecture: clearer warranty info, simplified maintenance history, and faster access to troubleshooting.
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Added breadcrumb logic and consistent patterns across desktop and mobile.
✨ Impact:
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55% reduction in time to access warranty details
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33% increase in task success rate during usability tests
✅ New Printhead Page
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Redesigned the printhead health graph for clarity, including updated axes, hover states, and error indicators.
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Implemented a new colour system that avoids conflict with printer status alerts (green = ok, yellow = warning, red = error).
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Optimised layout for mobile with touch-friendly UI and simplified interactions.
✨ Impact:
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48% improvement in comprehension of printhead status
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63% faster issue resolution for printhead-related errors (from logs)
Visual & Interaction Improvements
Across the platform, we introduced a cleaner, more modern look:
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Balanced typography and whitespace
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Color-coded visual indicators for device state
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Consistent components across web and mobile
We also conducted accessibility reviews to ensure contrast and readability were preserved across the app.
Reflections
This project was a masterclass in balancing system complexity with design clarity. By focusing on the real needs of service engineers — speed, trust, and usability — we dramatically improved the day-to-day experience of managing large printer fleets.
“The redesign helped users go from overwhelmed to in control — and that’s what great enterprise UX is all about.”