inSSIDer Tech
Wi-Fi diagnostics solution for Mobile
Background
MetaGeek creates software and hardware tools that help professionals evaluate and optimize their wireless networks. I was brought in to improve the user experience of MetaGeek’s existing tools and to help them identify opportunities for innovation based on customer feedback. After evaluating MetaGeek’s sales history and industry trends, I recognized a possible gap in the market for solutions to help Internet Service Providers deal with increasingly complex residential Wi-Fi networks and related impacts on customer satisfaction.
I recruited an internal team of marketers, developers and subject-matter experts and trained them to conduct research to validate the opportunity. Through ride-alongs and interviews with stakeholders from Service Providers in the US and abroad, the team confirmed a desire for solutions to four common problems: (1) Customers expect Wi-Fi to be as stable as their water or electrical service, (2) ISP technicians don’t have the time or training to deal with Wi-Fi issues, (3) Existing Wi-Fi tools were not built for the needs of non-experts who have to support complex networks, (4) ISPs lack adequate visibility into customer network environments.
My Role
Team Lead
Product Owner
Experience Designer
Outcomes
29%
average reduction in Wi-Fi related truck rolls
21%
average reduction in Wi-Fi related support calls
Stakeholder Map
Through stakeholder interviews and dozens of ride-alongs with field technicians, the team developed a deep understanding of the challenges that ISPs face in providing stable Wi-Fi service for their customers. Findings were translated into stakeholder maps that helped the team to identify the most critical pain-points and focus our ideation efforts.
Experience Map
I led a series of working sessions to map the common stages of service delivery for ISPs, based on our experience in the field. Common jobs, pains, and existing solutions were mapped at each stage. This exercise provided the team and executive stakeholders with a solid understanding of the problem space, and allowed the team to easily identify opportunities for innovation.
User Scenerios
Specific use-cases were mapped to help us identify the most impactful pain-points for users of our solution and the opportunities with highest market potential.
Storyboards
Storyboards were used extensively over the course of a 5-day design sprint to work through UX and UI considerations in preparation for development of a testable prototype.
Rapid Iteration
Low-fidelity sketches allowed the team to quickly explore various solutions with low commitment of time and resources, helping to refine ideas and identify gaps in the experience.
Mockups & Prototypes
Hi-fidelity mockups and prototypes were used to gather feedback from internal decision-makers and potential customers. Once the desirability, feasibility, and viability of the concept was validated, these same artifacts were used to communicate design intent to engineers.
Cross-platform Design
ISPs provide their techs with a wide range of mobile devices, which drove development of versions for both Android and iOS. I negotiated a partnership with a hardware peripheral vendor to overcome limitations on wireless data collection through Apple devices.
Data Visualization
Clear data visualizations and an intuitive color scheme were utilized to take any guesswork out of the process of troubleshooting residential Wi-Fi networks.
Flexible Workflow
inSSIDer was designed to enable experienced techs to effectively troubleshoot complex issues, while providing automated analysis and recommendations for novices.
“Our techs religously use inSSIDer to ensure that customers are left with the best experience possible.”