DiscoHub for Verizon: Smarter Support for Connected Homes
PROJECT OVERVIEW
DiscoHub is a smart home support solution that leverages home network scanning technology to identify connected devices and assess internet service quality. The product suite includes SaaS tools, mobile apps, SDKs, and machine learning–based insights, enabling Verizon customers to get the most out of their Internet of Things (IoT) devices.
ROLE AND RESPONSIBILITY
As part of Asurion's innovation team, I collaborated closely with four engineers, an innovation director, and a product manager to drive product development forward.
I led UX design efforts across mobile, desktop dashboard, and SDK platforms—covering content strategy, interaction design, and visual design. I also created the branding for Disco and provided high-quality art and UX direction to the engineering team.
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ROLE AND RESPONSIBILITY
User Value Proposition
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Monitor internet performance across all connected devices and services
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Control and optimize device connections for the best experience
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Manage and restrict device usage with scheduling features (e.g., Parental Controls)
Verizon Value Proposition
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Generate additional revenue by offering in-home internet security and performance monitoring
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Enhance customer support through proactive network monitoring
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Increase opportunities to upsell higher-tier internet plans
Asurion Value Proposition
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Strengthen the business relationship with Verizon by providing added value
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Retain and leverage customer device data to deliver more personalized support
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Lower call center costs by enabling more accurate device assessments
DISCOVERY
Network scanning can lead to details like ISP, connected devices, manufacturer, model and category, firmware version, and internet connection quality.
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Disco SDK: Deploy Network scanner SDK as part of existing mobile apps.
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Disco Firmware: Deploy firmware on existing network routers to gain in-depth data.
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Disco Hardware: Disco hardware connected to a router can continuously provide persistent in-depth network details.
Design Insight
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Simple Information About Internet Quality Displayed without Numbers
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The depiction of Connected Devices in the Home Network
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The contrast of Internet Quality Between “What I Have” and “What I Need.”
Information Architecture - MVP
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On-Boarding User Flow - MVP
CONTENT EXPLORATION
The dashboard, as a key feature of the product, played a central role in the overall design. Through multiple collaborative sessions with the team, we developed two distinct concepts that aligned best with our users' needs.
LOW-FIDELITY ONBOARDING WIREFRAMES
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KEY SCREENS & HI-FIDELITY WIREFRAMES
REMOTE USABILITY TESTING
Our goal was to evaluate whether the app delivered the essential and helpful information—such as network performance and device details—so we could make informed improvements based on user expectations and needs.
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COLLECT DATA
After launching the MVP app, we started collecting feedback from testers and analyzing the data to improve both performance and the overall user experience.
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COLLECT DATA
We categorized all devices into 10 distinct groups. After a thorough analysis, we identified the top three: Apple products, Modems/Routers, and Entertainment – Audio/Visual devices. This insight has been seamlessly integrated into both our admin dashboard and mobile app.
ADMIN DASHBOARD
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 used Asurion’s color palette to maintain brand consistency.
Design Principles
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Asurion Brand Consistency
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Simple and Easy
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Present Information Clearly
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DISCO WEEKLY REPORT
Weekly Email
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.
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Internet performance evaluation based on internet speed and bandwidth demand ratio
Average Internet speed
Average Internet demand
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.
PHYSICAL BOARD FOR COLLABORATION
The physical board was a valuable tool for sharing assets and ideas. I set it up behind my desk so team members could easily contribute. Whenever someone had an idea or noticed an issue, they could quickly add a sticky note to the board as they walked by. Since it's often difficult to present all screens effectively on a single computer monitor, the board became a productive communication tool for collaboration and quick feedback.
NEXT STEP
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.
