Optimizing Network SSID Sharing
PROJECT SUMMARY
Users were having trouble finding, changing, and sharing their Wi-Fi passwords in the My Spectrum App. Our leadership asked the team to find user-centric solutions to make the process more intuitive and manageable for our users.
TIMELINE
Standard two-week sprint cycle
RESPONSIBILITIES
Designing user interviews, Leading user testing, Analyzing data
USERS & AUDIENCE
Charter Spectrum Internet subscribers
THE PROCESS
OBJECTIVES AND GOALS
Improve click-through rate to the correct area of the app to achieve the desired outcome
Do so with minimal code change
EMPATHIZE
Stakeholder Interviews
After speaking to our stakeholders and understanding the business goals, we had a clearer picture of what the business needs were regarding security features.
in a time frame of 1 hour. We had a screenshot of the current screens in the flow and listed the metrics regarding misclicks on a figjam board. The primary pain point for users was not being able to locate the correct area in the services section to adjust or share their SSID name or password.
User Research
The main aim of the Ideation stage is to use out-of-the-box thinking and creativity to develop solutions. To find better, more elegant, and satisfying solutions to problems that affect a user's experience.
We utilized data from a previous research project in which we collected demographic data and conducted user interviews.
Research Findings
50 million subscribers
80% residential
Direct competitors
DBS service providers
Verizon and ATT
Indirect competitor
Comcast
Age range of cable and internet subscribers 50-75
DEFINE
Once we had a grasp on the needs of the business and the users, as well as an understanding about the market and solutions made available by competitors, we crafter two “how might we” statements.
How might we make changing network settings more intuitive and easily accessible?
How might we streamline the process of changing network settings for users?
Persona Development
With our data we synthesized the collective data to create a persona that would allow us to advocate for the user to our stakeholders and developers.
Journey Map
We complied data in to a journey map to further understand possible solitions
PROTOTYPE
After we completed the Define phase, the next phase of our process was creating mock-up wireframes based on the current UI. Having a way to find the information needed on the main screen based on misclicks seemed like the primary objective. Once the user could locate the correct screen, having a printable, scalable QR code so our persona could share the complicated password with guests while she was not home was mandatory. We created a page where the user could scan or print with a printer icon to post somewhere ini the home as well.
TEST
We walked 5 users, 3 women and 2 men through the prototype before presneting our solution with the team. The results of the testing was 100% completion and compliments on the ease of use of the new design.
OUTCOMES AND LESSONS LEARNED
Our team and management were very pleased as this project was extremely successful and the click rate improved significantly. It is so rewarding when a simple change can have such a profound impact on the user experience.
