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DiscoHub for Verizon: Smarter Support for Connected Homes
PROJECT OVERVIEW
DiscoHub is an innovative smart home support solution that integrates both hardware and software to provide a seamless connected experience. It uses home network scanning technology to identify connected devices and evaluate internet service quality. The product suite includes SaaS tools, mobile apps, SDKs, and machine learning–driven insights, helping Verizon customers maximize the performance of their Internet of Things (IoT) devices.
ROLE AND RESPONSIBILITY
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Led UX design across mobile, desktop dashboards, and SDK platforms
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Designed content strategy, interaction design, and visual design
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Created the Disco brand identity and product visual language
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Provided UX direction and high-fidelity assets to support engineering implementation
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USER & BUSINESS VALUE
User Value Proposition
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Monitor internet performance across connected devices and services
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Control and optimize device connections for the best experience
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Manage and restrict usage with scheduling (e.g., parental controls)
Verizon Value Proposition
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Generate revenue through in-home security and performance monitoring
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Enhance support with proactive network insights
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Increase upsell opportunities for higher-tier plans
Asurion Value Proposition
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Strengthen partnership with Verizon
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Leverage device data for more personalized support
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Reduce call center costs through better device insights
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.”
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On-Boarding User Flow
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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
Information Architecture
KEY SCREENS & HI-FIDELITY WIREFRAMES
REMOTE USABILITY TESTING
Evaluated whether the app delivers key information like network performance and device details. Used insights to guide improvements based on user needs and expectations.
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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.
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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
Used a physical board to share assets and ideas, placed for easy team access. Enabled quick feedback with sticky notes, improving collaboration beyond a single screen view.
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.
