My WiFi
Enhancing the in-home WiFi experience by enabling greater self service for installation, management, and troubleshooting.
Enhancing the in-home WiFi experience by enabling greater self service for installation, management, and troubleshooting.
What it is
Consumer facing web app that allows users to troubleshoot and manage their in-home WiFi.
goals
Reduce cost to call centers and in field techs by increasing the success of self service solutions.
Who it's for
All Cox internet subscribers.
challenges
Displaying internet and the product as an approachable tool.
Overview
Our business partners approached our team with a request to craft a user-friendly product for in-home WiFi troubleshooting and performance improvement. Aligned with the company's self-service focus, I led a year-long project collaborating with various teams. Through research, design, testing, and iteration in an agile environment, I developed a dashboard with three main sections. This solution addresses key guiding principles discovered in research and testing: 'Is my internet connected?,' 'If not, is it me or the network?,' and 'How do I fix it myself?
Internet Connection & Data Usage
User interviews and affinity diagraming uncovered a common obstacle: users struggled to confirm their in-home WiFi connectivity. I created a 3-step visual confirmation for quick network status checks. If connectivity fails in the first check, users receive clear information on network status, instilling confidence in Cox's issue identification. An additional business requirement was to create visual indicator and messaging to inform users of their current data usage.
Modem Connection & Network Info
The second layer of network status involves the user's WiFi modem and router. A successful check shows the modem's connected status and active networks. If not connected, users are prompted to reboot and guided through hardware and device checks. I also surfaced the enabled network's name and password, reducing call volume and company resource usage during peak times.
Connected Devices
The final step of connectivity is the user's connected devices. A list of devices on the in-home WiFi allows users to easily identify those with weak signals. For devices facing connectivity issues, users can click through to troubleshooting options and signal strength improvement instructions. Clicking on a device provides insights into activity, including data usage, connection time, and customization of device settings.
User Flows
After analyzing the in-person interviews and understanding user paint points, I identified common flows observed in how users currently resolved their in-home wifi issues. Through this visualization I discovered friction and obstacles that weren't necessary. From there I created flows that would make self-service troubleshooting easier and less technical so the most common user would feel confident in their abilities to solve problems and control their network.
Results
The product received unanimous approval from our business partners and senior leadership. It has been used as a model for other UX products as well as a common tool for leadership to convey the value of UX. This product launched in late 2016.
Affinity Diagramming & Card Sorting
Working with a UX research firm, our team took a deep dive into customer insights. Taking granular thoughts and comments and sorting them into categories, sub categories, and themes. From this "card sorting" approach, we were able to develop a personal understanding of the guiding principles and therefore keep those a priority throughout the design and development process.
Behavior Profiles
Affinity diagramming revealed insights and themes which helped us shape and create our behavior profiles and guiding principles. These aided me in designing one solution for different users with different needs.
User Testing
Using the ample resources of the Cox network, we were able to complete user testing with subjects on multiple platforms and devices, with users ranging from many backgrounds to create a more accurate picture. Working with our research team I created test scripts and flows as well as captured feedback and notes. This first hand approach allowed me to have a deeper understanding of the positives and negatives, which I then was able iterate into my design with a clearer approach.
Agile Development
The final step in the project was working with our product owner, development team, and QA within an Agile environment. With the ability to address edge cases, changing technology capabilities, and QA concerns, I was able to provide immediate feedback which increased the efficiency of production and over all execution of the product.