Fixed Wireless is often touted as the first use-case for emerging 5G technology for mobile operators – but telcos need to have a business case that stacks up and that can’t happen if they have to send an engineer out to connect their subscribers. NetComm has developed ground-breaking Self-Install technology that allows customers to plug-and-play their 5G Fixed Wireless connection – slashing costs for operators and getting customers online in just minutes.
Challenge
NetComm has built this amazing innovative technology to enable customers to self install their 5G modem at home. In order to do that they need a mobile app to go with the modem to guide customers through the setup process. We had been given 5 months to work on a MVP1 white labeled prototype which would be presented at the Mobile World Congress in Barcelona, Feb 2019.
Approach
Isobar were briefed by NetComm to design a validated prototype which would aid the installation of their new 5G wireless router. This piece of work would focus heavily on the end user, with a goal to better understand their needs, goals and frustrations.
The project was conducted in phases. An initial three week-long research phase gathered insight into the current market, business requirements and assumptions around the end user needs. Next, 4 weekly Google Design sprints allowed time to test solutions quickly with little risk. Lastly 3 two-week design sprints were run to refine the prototype, stress testing it with end users in real life scenarios.
The team was compiled of specialists within UX Design, UI Design and Development.
User centric design
To ensure the solution met the needs of the target audience, the project was heavily user focussed. Insights were gathered using a variety of different methods.
Google Design sprints
After the research phase was completed, we ran four weekly Google Design sprints. Each week started with a workshop to brainstorm potential solutions. A working prototype was then designed and built which was tested with end users on the Thursday.
The learnings from user testing were wrapped up on the Friday by presenting it back to NetComm and taken into the following week. Working in this way meant that ideas could be tested in a quick and iterative way, building on the prototype as observations were made.
Brainstorm sketching sessions during our Google Design Sprints.
Testing our own prototype during user testing. Including a physical device made of a CD case to replicate the experience.
Storyboarding
Design evolution of the physical product
The physical prototype evolved a lot throughout the project. We initially started with a cylinder made of card which housed an iPhone. There was a hole in the card so a section of the screen was visible. The colour of the phone screen was controlled by the facilitators phone so we could replicate the LED light accordingly.
The second week we created a new device prototype to meet the new window mounted specification. We had the phone inside a CD case, which was controlled in the same way as the previous week.
With the help of NetComm, we were able to use a new 3D printed device for testing from week 3. We were hoping this would help with testing after some users thought the device in week 2 was the installation CD.
The device still had a LED included which was controlled by the testers’ phone, and also only turned on when connected to a power source, meaning a more realistic scenario. We also had a new box for the device which was smaller and more tailored to the device. This replicated a real life scenario better.
A new 3D model was created towards the end of the project to match the final product design. This behaved in a similar way to the previous prototypes, with the addition of a ‘device only’ mode where the app reads the signal strength shown on the device.
Design evolution of our prototype. From a DIY paper prototype to a 3D printed prototype with LED lights.
Key insights
Installation app
Initially we were unsure how well received the installation app would be by test participants. Through the whole process however, no issues were raised with it, many stating that they actually expect modern tech products to have an accompanying app.
“It’s quite normal nowadays, apps for everything. It’s easier than going to the website and also because it’s on your phone you’re always carrying it around so you don’t need a laptop or anything.”
Illustrations
One of the main changes we made during the project, was reducing the amount of text used in the installation steps. Instead, we predominantly used illustrations with text to support.
“This is easy because there’s a photo of a window”
Early iterations showed us that by having large bodies of text, users are more likely to scan instead of reading in detail. Having one step to a page also helped participants focus on each task one at a time, not skipping ahead.
The app needed many illustrations. Specially for the on-boarding steps to explain each step they had to take to setup their device.
LED Colours
One of the first sprint objectives was to make the LED colours accessible for colour blind users. We tried to use colours that could be easily identified by everyone, but found this to be a harder task than anticipated. We ended up having the colours understood by all visually impaired people accept people with good eye sight. LOL.
By having an app to accompany the LED, which included a chart and text, the signal strength indicator was understood by all users.
“I can see my speed, it’s really simple.”
Willingness to learn
When designing the results page for the app, we assumed that non technical users wouldn’t be interested in the advanced information. We observed the opposite in user testing however, with many people asking what the advanced information meant.
“I’m still not sure what 15mbps is, it’s hard to put a scale on it. What would be good? Maybe if they had the scale on the good and bad graph? I don’t know what latency means at all.”
It is for this reason that we added the “what does this mean?” section to the page. Participants in user testing have found this information very useful, showing that whilst they may not understand the advanced information, they’re keen to learn.
The Mobile App
Packaging Design to show the unboxing experience at the Mobile World Congress 2019
Unboxed including the physical Instruction Manual
Result
9th April 2019: NetComm has won the highly prestigious Commsday 2019 Edison Award for Best Telecom Marketing Initiative for its 5G Fixed Wireless Self-install campaign launched at Mobile World Congress in Barcelona earlier this year. “The results speak for themselves and on the back of our campaign NetComm had our most successful Mobile World Congress ever and was receiving interest from operators and analysts all around the world in our 5G Fixed Wireless Self-install product.”
NetComm has found a Telco client in Canada who is going to sell the product to their customers. The Canadian client is going to brand the app following their own brand guidelines. In order to get the app ready for use I am now working closely together with NetComm to make the app ready following the clients requirements.
Next steps
NetComm wants to find more clients to sell their technology too. Initially the project I did with NetComm was a prototype. The app has now evolved into a massive project. It now also allows a service person/professional installer to come to the customers house in case the customer can’t find a good signal. The professional installer is also able to use the app in the professional installer environment with advanced features.
In the next phase the app is going to get a full redesign based on all testing that has been done and improvements on the technology that have been made in the past year. I am looking forward to help NetComm bring their 5G technology to the markets.
Skills
Mobile design for IOS and Android
User Testing
Prototyping
Branding
Packaging Design
Illustration
Storyboarding
Designing an Instruction Manual