Battery Pack Manager
2022 - Whoop Desktop Application
2.2m
$ in hardware saved
30%
Reduction in ticket
volume (aprox)
166.7k
$ saved in MXM costs
182k
Visitors to the customer support page
The Impact
Whoop avoided a $2.2m cost to replace all battery devices for 150k customers ($40/ per pack).
Full impact is still in progress and not yet quantifiable, however, the initial impact was an estimated $167k reduction in MS (membership support) tickets. This equated to a drop of around 30% of total ticket volume.
Role
Senior Product Designer
Responsibilities
Product Designer, Product Strategy
Team
Mats Terwiesch - PM
Michelle Lee - UXR
Sarthak Jagetia - Tech Lead
Context + Challenges
A Whoop device is unique compared to most modern wearables as it has no physical display. It requires an attachable battery pack which allows users to charge their device on the go without needing to plug in to a power source.
Whoop launched its 4.0 strap and battery pack device in September 2021. Due to the rush to get these new devices to customers, battery packs were sent with defects that resulted in numerous issues. Instead of a costly recall and replacing all faulty battery packs, Whoop’s solution to this problem was to have customers physically upload new firmware to their battery pack. However, the battery pack itself has major limitations as it has no way of sending or receiving data. It was decided that a desktop application would be the most efficient way to solve this problem. Users were prompted to download the desktop application and connect their battery pack to a computer to update the firmware.
Goals:
- Create a seamless customer experience for customizing and updating Whoop hardware
- Enable members to self-update their battery pack firmware via the desktop application
- Establish the WHOOP 4.0 battery pack as a sophisticated, smart technology that is capable of updates with new functionality and performance improvements
Business objectives:
- Reduce battery replacements:
- Average cost is $40 to replace each battery pack via warranty replacement
- Reduce Membership Support time spent on battery issues:
- Each MS ticket costs Whoop a minimum of $40
Audience:
All members who received their WHOOP 4.0 Battery before Jan 2022 (150K total)
I laid out a roadmap to document the customer experience on the updated desktop app. I not only defined the flow and included long-term as our hardware evolved, and Enterprise had more and more influence.
Whoop constantly makes improvements and releases new hardware, so the software had to be built to scale and expand it's features and capabilities as our technology grew and matured.
Visiontype and Long Term Strategy
The initial concept solved the problem, but left a lot to be desired. Conversations with customers and survey feedback brought to our attention that users desired more features. Now we had an opportunity to not only solve the problem we created, but also excite customers by including many features in this update that will improve the customer experience.
Visiontype
After conversations with leadership and initial user testing, I pushed for:
- Haptics controls
- Ability to conduct diagnostic testing
- Additional data available to customers (power %)
Outcome
The final version of the Battery Pack Manager turned a product weakness into a strength that encompassed more than what was initially intended. The latest version of the Battery Pack Manager was able to not only enable firmware updates, but also allowed users to run diagnostics on the battery, customize the battery pack settings, and check battery pack power percentage, all of which align with the future product strategy.
Updating the Firmware, and running a battery diagnostic check.
The ability to control your battery pack's settings was crucial for the future product strategy of our hardware.
When something is wrong, the BPM will let you know.
Full GUI
Contact
Connect With Me
Copyright
© Andrew Green 2026