Quantum Fiber Mobile App

Quantum Fiber revolutionizes internet technology for bandwidth-intensive users. It's more than an internet service; it's a seamless, multi-functional digital experience, facilitated by the Quantum Fiber App for streamlined account and subscription management.

"The Quantum Fiber app should be the go to app for customers looking to manage their fiber internet and their account."

"Streamlining the to-do assigment process would allow me to focus more on the needs my team."

"Streamlining the to-do assigment process would allow me to focus more on the needs my team."

"Streamlining the to-do assigment process would allow me to focus more on the needs my team."

My Role:

Design Oversight, Stakeholder Management

My Role:

Design Oversight, QA, Stakeholder Management

My Role:

Design Oversight, QA, Stakeholder Management

My Role:

Design Oversight, Stakeholder Management

Process:

Double Diamond, Lean UX, Agile Sprints

Designer:

Amy Raymer

Research

Comprehensive user studies and competitive analyses were carried out to pinpoint and rank the functionalities customers expect in an ISP mobile app. This exercise included user testing on existing apps to highlight areas of difficulty and gain insights into effective features and potential enhancements.

Key principles identified for a successful ISP app included:

  • A clearly defined value proposition.

  • Functionality addressing user needs.

  • Utilization of mobile device capabilities (e.g., QR code usage).

  • Consistent and reliable app performance with ongoing maintenance.

  • Robust security measures.

  • Efficient support mechanisms for troubleshooting and assistance.

Problem Definition

The Quantum Fiber App faced significant challenges that hindered its potential. Initially, the app was exclusively focused on account management functions, such as subscriptions and billing, neglecting a crucial aspect of user experience - WiFi network management. This oversight led to the requirement of a separate white-labeled app for network management, resulting in a fragmented and confusing user experience. This disjointed approach not only created user confusion but also adversely impacted the app's adoption and retention rates. The consequences of this compartmentalized functionality were evident in the form of poor App Store ratings and a growing sense of frustration among its user base. The challenge, therefore, was not just to address the technical limitations of the app, but also to redefine the user experience to meet the evolving expectations of a tech-savvy customer, ensuring that Quantum Fiber's digital interface was as robust and user-friendly as its internet service.

Design

Our UX design approach for the Quantum Fiber App combined the Double Diamond, Lean UX, and Design Sprint methodologies. In the information architecture phase, we merged functionalities of two distinct apps, tackling user and technical challenges. This involved an overhaul of global navigation, guided by in-depth user flow analysis and API integration strategies. For wireframing and prototyping, we employed Figma, enabling us to rapidly iterate designs based on user feedback, in line with Lean UX principles.

In the visual design stage, we adhered to Lumen's Nucleus design system, integrating existing patterns and innovating new components as necessary. This process not only ensured a cohesive interface but also contributed back to the broader design system.

Each step of our process, from conceptualization to execution, was influenced by the structured exploration of the Double Diamond, the iterative nature of Lean UX, and the focused, rapid prototyping of Design Sprints. This multifaceted approach was crucial in delivering a user-centric, intuitive, and aesthetically pleasing experience for the Quantum Fiber App.

Solution

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

Results & Impact

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

Let's create something
wonderful together!

© Made with✌️🤟🤘by Dennis Warner 2023

17:52:32

Let's create something
wonderful together!

© Made with✌️🤟🤘by Dennis Warner 2023

17:52:32

Let's create something
wonderful together!

© Made with✌️🤟🤘by Dennis Warner 2023

17:52:32