Deepak Arasu

Transforming a Global HVAC Design Platform: Reducing Complexity from 1.5 Hours to 30 Minutes

Context

Johnson Controls Hitachi needed a global, multi-device platform for designing and configuring Variable Refrigerant Flow (VRF) systems.

Users included:

  • Sales engineers
  • Distributors
  • Contractors

The platform was critical for:

  • Designing HVAC systems
  • Generating accurate quotes
  • Supporting large-scale building projects

The Problem

The existing workflow was:

  • Highly manual and time-consuming
  • Fragmented across tools
  • Difficult for new users to learn
  • Poor error feedback; rule violations weren’t clearly explained
  • Hard to onboard new users; steep learning curve
  • 6 Different versions of the software were used in different regions in the world

Key issues:

  • Took 1.5 hours to generate a single design
  • High cognitive load due to complex configurations
  • Inconsistent experience across global markets
  • Limited scalability for enterprise usage

Result:

  • Reduced productivity
  • Poor user satisfaction
  • Slower sales cycles

My Role

UX & Product Design Lead

  • Led end-to-end UX for the platform
  • Conducted global research & usability testing
  • Defined product workflows and interaction models
  • Scaled and managed a multi-disciplinary design team
  • Manage a portfolio of products

Approach

1. Deep User Research (Global Context)

  • Conducted ethnographic studies with:
    • Sales teams
    • Distributors
    • Engineers
  • Identified:
    • Key friction points
    • Mental models of users
    • Real-world usage scenarios

2. Workflow Re-Architecture

Mapped the entire system:

  • Equipment selection
  • Configuration logic
  • Quote generation

Redesigned flow to:

  • Reduce unnecessary steps
  • Align with real user behavior
  • Enable faster decision-making

3. Systems Thinking + Multi-Device Design

Designed for:

  • Desktop (primary workflow)
  • Mobile & tablet (on-field usage)

Created:

  • Modular architecture
  • Scalable interaction patterns

4. Design System & Scalability

  • Built a reusable design system in Figma
  • Standardized components across modules
  • Ensured consistency across global teams

5. Iterative Testing & Localization

  • Conducted usability testing across 6 languages
  • Validated workflows in different markets
  • Refined based on cultural and operational differences

6. Team Scaling & Program Expansion

  • Started with 2 members
  • Scaled to 42-member team across 4 programs

Built trust through:

  • Delivery quality
  • Measurable impact
  • Strong stakeholder alignment

Outcomes

  • 75% reduction in task time (1.5 hrs to 30 mins)
  • NPS increased to 9.3
  • Won 3 consecutive design awards
  • Scaled from 1 to 4 programs
  • Expanded team from 2 to 42 members

Key Insight

Enterprise tools fail not because of complexity but because they don’t align with how users think and work.

Simplifying workflows creates exponential impact on both user experience and business outcomes.