Swisscom Home
Introducing Smart Home to an elderly audience in an easy way.
Swisscom Home
Introducing Smart Home to an elderly audience in an easy way.
Swisscom Home
Introducing Smart Home to an elderly audience in an easy way.
Context
Client
Swisscom, the major telecommunications provider of Switzerland
Client
Swisscom, the major telecommunications provider of Switzerland
Client
Swisscom, the major telecommunications provider of Switzerland
Role
Research, information architecture, prototyping, user testing, UX, UI, backlog management
Role
Research, information architecture, prototyping, user testing, UX, UI, backlog management
Role
Research, information architecture, prototyping, user testing, UX, UI, backlog management
Duration
5 months until launch, then continuous further development (2017–2018)
Duration
5 months until launch, then continuous further development (2017–2018)
Duration
5 months until launch, then continuous further development (2017–2018)
Team
1 product owner, 10 engineers (external), 1 lead designer (myself), 3 UI designers (part-time), 3 quality assurance (external)
Team
1 product owner, 10 engineers (external), 1 lead designer (myself), 3 UI designers (part-time), 3 quality assurance (external)
Team
1 product owner, 10 engineers (external), 1 lead designer (myself), 3 UI designers (part-time), 3 quality assurance (external)
Brief
Swisscom's router is installed in over 2 million households. With over 200’000 downloads, the app used to configure the router settings ranked among Swisscom's most popular applications. We were asked to redesign it completely, enhance it with a smart home functionality and launch it under a new name.
Brief
Swisscom's router is installed in over 2 million households. With over 200’000 downloads, the app used to configure the router settings ranked among Swisscom's most popular applications. We were asked to redesign it completely, enhance it with a smart home functionality and launch it under a new name.
Brief
Swisscom's router is installed in over 2 million households. With over 200’000 downloads, the app used to configure the router settings ranked among Swisscom's most popular applications. We were asked to redesign it completely, enhance it with a smart home functionality and launch it under a new name.
Solution
The Swisscom Home app consist of 4 main areas – Live, Smart Home, Internet and Phone.
Live
The first tab acts as an access point to the different areas. You can see everything important at one glance, such as the status of your smart home devices and your wifi, but also suggestions to resolve potential issues.
Smart Home
Since Swisscom serves a rather old audience, simplicity was our primary goal, starting with simple interactions:
Animated step-by-step instructions to setup new devices were one of the measures taken to ensure smooth onboarding:
Internet
In the internet section, users can do a variety of things, like changing their wifi settings or testing their internet connection. The latter helped our customers with troubleshooting, which led to a significant decrease in support requests, and an increase in hardware upselling.
We also digitalised the installation manual for the internet router and other hardware. This offered new opportunities, such as showing dynamic images according to the customer’s specific setup at home, which empowered even non-technical people to setup devices without help from outside.
Solution
The Swisscom Home app consist of 4 main areas – Live, Smart Home, Internet and Phone.
Live
The first tab acts as an access point to the different areas. You can see everything important at one glance, such as the status of your smart home devices and your wifi, but also suggestions to resolve potential issues.
Smart Home
Since Swisscom serves a rather old audience, simplicity was our primary goal, starting with simple interactions:
Animated step-by-step instructions to setup new devices were one of the measures taken to ensure smooth onboarding:
Internet
In the internet section, users can do a variety of things, like changing their wifi settings or testing their internet connection. The latter helped our customers with troubleshooting, which led to a significant decrease in support requests, and an increase in hardware upselling.
We also digitalised the installation manual for the internet router and other hardware. This offered new opportunities, such as showing dynamic images according to the customer’s specific setup at home, which empowered even non-technical people to setup devices without help from outside.
Solution
The Swisscom Home app consist of 4 main areas – Live, Smart Home, Internet and Phone.
Live
The first tab acts as an access point to the different areas. You can see everything important at one glance, such as the status of your smart home devices and your wifi, but also suggestions to resolve potential issues.
Smart Home
Since Swisscom serves a rather old audience, simplicity was our primary goal, starting with simple interactions:
Animated step-by-step instructions to setup new devices were one of the measures taken to ensure smooth onboarding:
Internet
In the internet section, users can do a variety of things, like changing their wifi settings or testing their internet connection. The latter helped our customers with troubleshooting, which led to a significant decrease in support requests, and an increase in hardware upselling.
We also digitalised the installation manual for the internet router and other hardware. This offered new opportunities, such as showing dynamic images according to the customer’s specific setup at home, which empowered even non-technical people to setup devices without help from outside.
Results
Within one year, we managed to more than double the usage, from 200'000 to 550'000 unique users, and the app ratings increased to 4.5 out of 5 stars. We also climbed the top 10 of most downloaded apps in the entertainment category.
Additionally, we managed to significantly reduce support requests and contributed to a 9.5% increase in hardware sales in Swisscom shops compared to the previous year.
Results
Within one year, we managed to more than double the usage, from 200'000 to 550'000 unique users, and the app ratings increased to 4.5 out of 5 stars. We also climbed the top 10 of most downloaded apps in the entertainment category.
Additionally, we managed to significantly reduce support requests and contributed to a 9.5% increase in hardware sales in Swisscom shops compared to the previous year.
Results
Within one year, we managed to more than double the usage, from 200'000 to 550'000 unique users, and the app ratings increased to 4.5 out of 5 stars. We also climbed the top 10 of most downloaded apps in the entertainment category.
Additionally, we managed to significantly reduce support requests and contributed to a 9.5% increase in hardware sales in Swisscom shops compared to the previous year.
Process
Device strategy
In collaboration with the Product Owner, we came up with a strategy to determine the devices we integrate. While our competitors were predominantly concentrating on home automation, we decided to focus on devices that are fun to use in everyday life. We initially targeted smart home products with a high market share such as Philips Hue bulbs and Sonos speakers. Additionally, we incorporated devices sold in Swisscom's stationary shops.
Concept development
We kicked off the design process by developing concepts for the new smart home functionalities, which we rigorously tested with our customers to ensure their usability.
Redesign
In parallel, we started redesigning the existing features. We revised the information architecture and developed a new visual language. We transformed the previously technical and complex app by simplifying its interface, reducing the feature set, and rewriting all the texts.
Launch & further development
We developed a minimum viable product in two-week sprints, launched in under a new name and developed it further based on user feedback. After we met with great interest from our customers, the Home app was also promoted in Swisscom shops and at trade fairs.
Process
Device strategy
In collaboration with the Product Owner, we came up with a strategy to determine the devices we integrate. While our competitors were predominantly concentrating on home automation, we decided to focus on devices that are fun to use in everyday life. We initially targeted smart home products with a high market share such as Philips Hue bulbs and Sonos speakers. Additionally, we incorporated devices sold in Swisscom's stationary shops.
Concept development
We kicked off the design process by developing concepts for the new smart home functionalities, which we rigorously tested with our customers to ensure their usability.
Redesign
In parallel, we started redesigning the existing features. We revised the information architecture and developed a new visual language. We transformed the previously technical and complex app by simplifying its interface, reducing the feature set, and rewriting all the texts.
Launch & further development
We developed a minimum viable product in two-week sprints, launched in under a new name and developed it further based on user feedback. After we met with great interest from our customers, the Home app was also promoted in Swisscom shops and at trade fairs.
Process
Device strategy
In collaboration with the Product Owner, we came up with a strategy to determine the devices we integrate. While our competitors were predominantly concentrating on home automation, we decided to focus on devices that are fun to use in everyday life. We initially targeted smart home products with a high market share such as Philips Hue bulbs and Sonos speakers. Additionally, we incorporated devices sold in Swisscom's stationary shops.
Concept development
We kicked off the design process by developing concepts for the new smart home functionalities, which we rigorously tested with our customers to ensure their usability.
Redesign
In parallel, we started redesigning the existing features. We revised the information architecture and developed a new visual language. We transformed the previously technical and complex app by simplifying its interface, reducing the feature set, and rewriting all the texts.
Launch & further development
We developed a minimum viable product in two-week sprints, launched in under a new name and developed it further based on user feedback. After we met with great interest from our customers, the Home app was also promoted in Swisscom shops and at trade fairs.