Router Management Tool

ROUTER MANAGEMENT TOOL

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ROLE: UX/UI DESIGNER

TEAM: 3 designers (design lead, content designer, and myself)

TIMELINE: 12 weeks

APPLICATION: Figma

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THE GOAL

To bring in router management functionality from external tools (WIN (Wireless Internal Navigation - for Advanced WiFi routers (SCP)) and Scope (Wrench - any routers not managed in WIN)) into Agent OS. This will reduce swivel for agents going out to the WIN tool and reduce call time. Currently agents are going to multiple tools to resolve router issues. This new tool will house all the router management functionality in one location.

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SCOPE

Improve the residential Internet/Voice repair agent's experience for WIN and Wrench functionality.

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RESEARCH

The research team did some discovery research which included SME discussions (6) and agent focus groups (2). SME sessions included understanding the system and its capabilities through demonstrations and discussions

Agent Focus Group Sessions helped us understand the agent experience first-hand gaining insights to their behaviors, thinking, work strategies and tendencies.

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INSIGHTS & TAKEAWAYS

Some high level items surfaced during discovery.

Research discovered 36% of calls are related to a connectivity reason.

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Wrench Tool:

- Some agents have a lack of confidence that WRENCH will follow through on actions they take in scope

- Some agents feel it is faster for them to log into the router’s GUI directly than use WRENCH to manage router settings

- Wrench doesn’t return diagnostic metrics the way WIN does, agents felt this would be useful to have

WIN Tool:

- Many agents that participated perceived WIN as the easier tool to use

- WIN provides agents more information and control than WRENCH

- In WIN, network optimization is perceived as not being useful - “crosswalk button”

- Agents felt factory reset is needed to resolve issues that didn’t seem to have a real diagnosis (especially in WIN)

- In WIN, agents aren’t always confident that firmware notifications will inform there is an update available sometimes they will try to update regardless of notifications

DESIGN

The larger team had a sprint kickoff to brainstorm and iterate on ideas. We all created sketches and collaborated to come up with a design to move forward.

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‍BLUESKY MOCKS‍

After sketching and collaborating with the greater team, the design team came up with scenarios, created high fidelity bluesky mocks, and a prototype to prepare for user testing.

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USER TESTING

THE USERS

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5 (45 minute session) user tests were conducted with agents trained in the following areas:
- Residential Internet/Voice Repair
- Residential Video Repair

After user testing we took the feedback, takeaways, and recommendations provided by the research team to make the necessary changes for the the MVP iteration.

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MORE USER TESTING

A new prototype was created based on the feedback we got from the first round of testing. For MVP we did more testing with the new designs.

5 (45 minute session) user tests were conducted with agents trained in the following areas:
- Residential Internet/Voice Repair
- Residential Video Repair

OUT OF SCOPE

There were multiple features that we included that were not in the original scope. Due to this we had to push our deadline multiple times. We also ran into scheduling issues because this was wrapping up around the holidays.

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ITERATION 2

Leadership decided that they wanted to include even more WIN router functionality into the tool. After the sprint was completed we found out that the Wrench router designs were no longer needed so they did not make it to production with the WIN router designs. Half way through the sprint the design lead quit. This was a huge setback because we were losing a lot of knowledge. I stepped into a leadership role and finished off the sprint strong.