BACKGROUND
Long story short, TELUS My Wi-Fi is a scalable system that provides a consistent Wi-Fi coverage by using multiple Wi-Fi boosters. Our teams challenge was to create a mobile solution to let the users easily setup and manage their Wi-Fi.
CLIENT
TELUS
MY ROLE
User Experience Designer
Timeframe
Nov 17 - March 18
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of TELUS or Accenture.
Defining the problem
TELUS communications is one of the top national telecommunications companies in Canada. They approached Accenture and was looking for a redefined app solution in simple and user-friendly design.
We worked with the clients to define what are some of the most important use cases that come to mind about their new product. Those were shortlisted to top 3:
1. A scalable home Wi-Fi system that's easy to setup and delivers fast internet to every corner of your home
2. User can easily monitor their Wi-Fi connectivity, network usage and connected devices on the mobile app
3. Control online time for the family member without hassle. Pause Wi-Fi access with a single tap
From a series of workshops and quick prototypes, we landed on a tab-based app architecture, each dedicated to a specific aspect of the network: network status, Wi-Fi management, devices and support.
To understand and quickly align on the complicated booster setup process with TELUS, we illustrated the step-by-step wireframe on the wall and iterated with the client for technical constraints and design feedback.
In a workshop with TELUS team, quick wireframe on the glass board
ux process
The process began on a glass board, moved to information architecture and flow chart, and eventually made their way to digital wireframes. These wireframes were meant to 1) chart a clear user flow through the app areas, 2) make early interface design decisions, 3) share with stakeholders.
VISUAL DESIGN
Once the overall wireframes and general art direction were finalized with the client, I would work with creative director, animator and UI designer on the design deliverables. We were exploring new design patterns and also following TELUS' mobile guideline to deliver a consistent branding.
This part of the process was perhaps the longest, given that there was plenty of iteration and changes based on rounds of stakeholder feedback. I had to sit in many client meetings with TELUS' PM, exploring many possible outcomes, flows, UI, illustration and animation details, and often debated the merit of having certain features or not.
Following the Accessibility Laws and Legislation in Canada, we adopted WCAG 2.0 AA standard, to provide an accessible product to all customers in mind.
USABILITY TESTING, INTERATING, & SHIPPING
Once we reviewed the visual design with the TELUS' PM, we built an interactive high-fidelity prototype on InVision, to collect the feedback from the rest of stakeholders. After the prototype was approved, TELUS conducted an in-person usability testing in their lab with 5 real customers. Those sessions covered from unboxing, hardware installation to the mobile app's key user flows.
