Problem
Quantum Fiber is an internet technology, offered by Lumen, that was built for high bandwidth households and small businesses. With Quantum Fiber, users stream multiple videos, play online games, back up data, and send and receive files at the same time over multiple devices.
The Quantum Fiber App was originally a digital tool that only allowed customers to manage their account (i.e. subscriptions and billing). Customers were forced manage their WiFi network via a separate white-labeled app, causing user confusion, low adaption and retention rates, poor App Store ratings and, ultimately, very frustrated customers.
Solution
In order to deliver a 5-star customer experience, Quantum Fiber decided to combine the functionality of our account management-based app with the white-labeled WiFi management-based app, into ONE unified Quantum Fiber app.
My Role
Lead UX/UI Designer, Information Architecture, User Research, Interface Design, Prototyping & Testing
Understanding the project.
Many factors came into play when combining the two app functionality. Not only would I be blending two apps in terms of UI, but also, transfering API sets as well as actual customer WiFi equipment.
An extensive inventory was taken and a global navigation overhaul was needed.
User Research
User studies and competitive research were conducted with the purpose of identifying and prioritizing activities customers expect to be able to do on an ISP mobile app. In addition to this prioritization, user testing was conducted on the current apps to help identify pain points and provide more insight on what was currently working and what could be improved upon.
Some of the “Guiding Lights” uncovered in this study for what a successful ISP app would look like were:
A product that has clear value proposition
An app that solves a user need
An app that leverages their mobile device (i.e., QR code)
An app that has a stable performance regular maintenance
Security
An app that provides support when something goes wrong
Overview
Final Design
The scope of this work spanned the last two years and evolved through countless iterations with user testing throughout the process. The final Quantum Fiber app is now a one-stop-shop for our customer providing:
Account management
Equipment self installation flows
Network health checks & speed test improvements
Proactive outage alerts
Profile creation and management
Parental controls
Network security
Support & Troubleshooting
A Closer Look
Equipment Self Installation Flows
Prior to the unified app completion, customers had to either have their equipment installed by a tech in their home or use a 3rd party white-labeled app. With the addition of the self installation flows, customers are now able to purchase Quantum Fiber Internet and then install all of their own equipment in an easy, step-by-step process.
A Closer Look
Creating Profiles and Managing Parental Controls
As part of the new and improved WiFi management functionality within the app, customers are now able to create profiles and manage how each profile is accessing their network. These capabilities include:
Internet access schedules
Content restrictions
Website management
Application management
Google/Bing Safe Search
YouTube Restricted Mode