ROLE AND RESPONSIBILITY
As part of Asurion's innovation team, I worked closely with four engineers, an innovation director, and a product manager to drive product development forward. My responsibilities included leading UX design efforts for mobile, desktop dashboard, and SDK platforms, encompassing content, interaction, and visual design. Additionally, I created the branding for Disco and provided quality art and UX direction to engineers.
DiscoHub is a smart home support product that utilizes home network scanning technology to identify devices and assess internet service quality. This product includes SaaS, apps, SDK, and machine learning-based insights, helping customers maximize the value of their Internet of Things devices for Verizon.
User value prop:
Monitor internet performance across all devices and services.
Control all devices connected and optimized for the best experience.
Restricting usage with a scheduling feature (Parental Control )
Verizon value prop:
Unlock additional revenue opportunities by offering at-home internet security monitoring.
Provides better customer service by monitoring customer’s network
Increases sales to upgrade internet quality
Asurion value prop:
Continue to support a business relationship with Verizon.
Keep our customers' device information on file and use it to provide better support.
Reduce our call center costs and accurately assess the value of each device.
Network scanning can lead to details like ISP, connected devices, manufacturer, model and category, firmware version, and internet connection quality.
Disco SDK: Deploy Network scanner SDK as part of existing mobile apps.
Disco Firmware: Deploy firmware on existing network routers to gain in-depth data.
Disco Hardware: Disco hardware connected to a router can continuously provide persistent in-depth network details.
DESIGN CONCEPTS AND UX PROCESS
Simple Information About Internet Quality Displayed without Numbers
The depiction of Connected Devices in the Home Network
The contrast of Internet Quality Between “What I Have” and “What I Need.”
Information Architecture - MVP
On-Boarding User Flow - MVP
As the product's key feature, the dashboard was a crucial component of the design. After several collaborative sessions with the team, we developed two distinct concepts that best met the needs of our users.
Low Fidelity Onboarding Wireframe
High Fidelity Key Screen Wireframe
Remote Usability Testing
Our testing goal was to evaluate whether our app provided users with the necessary and helpful information, such as network performance and device details, to enable us to make improvements based on their expectations and needs.
After launching the MVP app, we began collecting data from our testers and analyzing it to enhance both performance and the user experience.
We have categorized our devices into 10 distinct categories. Following a thorough analysis, we identified the top three categories: Apple products, Modems/Routers, and Entertainment - Audio/Visual devices. We have seamlessly integrated this information into both our admin dashboard and mobile application.
We created an admin dashboard to enable better control and management of our data.
FINAL UI DESIGN
I created the logo, selected the font, and utilized the same color palette as Asurion.
Asurion Brand Consistency
Simple and Easy
Present Information Clearly
DISCO WEEKLY REPORT
We sent out a weekly email to our testers, providing them with information on their internet performance, upload and download speeds, bandwidth demand, and the devices connected to their network.
Internet performance evaluation based on internet speed and bandwidth demand ratio
Average Internet speed
Average bandwidth demand
Devices in Network
Weekly Email Survey
We implemented a weekly email survey to gather user feedback and improve our service. This initiative significantly enhanced the user experience and helped us better understand and meet user expectations.
The purpose of the presentation is to showcase the unique value proposition of our product or service to Verizon by highlighting its key features, benefits, and advantages.
We aim to demonstrate how our product can help Verizon achieve its business goals, whether it is increasing efficiency, reducing costs, improving customer experience, or gaining a competitive edge.