Case study: Optimum Auto Authorization

In 2015, WiFi hotspots was a feature many ISP's were advertising. The idea was that the customers can register their devices -- Laptops, Mobiles, and tablets using the device's unique IEMI number on their account. And, when they were on the move, their device would connect with Optimum WiFi (wherever available) on it own.

• The vision: Create a wizard to guide the user through the journey of registering their devices on their Optimum account.
• Purpose: Added feature for Optimum customers.
• MVP: User's device connects to Optimum WiFi automatically.
• Target Audience: All paid Optimum customers.
• Challenges: Production challenges and working through the many use cases.

My Role

My work revolved around designing and creating the wireframes and prototypes for the wizard to register a device for Optimum's Auto Authorization process. 

This was a working prototype that took in consideration the various use cases and showed how the user would proceed if faced with a roadblock.

This was a waterfall project and as a UX designer I was involved in meetings with the business analysts to hash out the requirements and use cases for the new offering. I also worked closely with the visual designers on the high fidelity mockups of the wireframes and the dev team to work through the production challenges. I also created a full UI spec document for the dev team as part of the deliverables.

• Who our customer is?
• How do we provide them a service that is a unique feature promoting value in being an Optimum customer?
• How do we prompt and convince them to register their devices?
• How do they interact with the service?
• What were the main pain points in the user journey?

• Is the user an Optimum customer.
• Is the device in question already registered under the Auto-Auth feature.
• The device’s browsing must not be impeded.
• Offer should not create annoyance for the user - offering a way out without repetition.
• The existing business rule that requires a user to be behind their own smart router in order to manage their list of Optimum WiFi registered devices.
• New functionality should support all available devices and web browsers.

Empathise and define:

• Worked with stake holders and business analysts to identify the key offering and value add.
• Once registered the user needs to be directed to their original url/destination.

Identified the use cases:

• Device is already registered and there is no impediment in their browsing.
• User accepts the offer and follows the steps to register their device.
• User declines the offer but would like to be reminded later.
• User declines the offer and would not like to be prompted again.
• User follows the path to register but has maxed out the allowed number of devices and no longer wishes to register the device.
• User follows the path to register but needs to delete a device to be able to register the current device.
• User follows the path to register but needs to upgrade their service tier to be able to register their device.
• User does not have permissions to upgrade (Add on lines, not the primary account holder).
• User does not know how to find their device's IEMI number.

Ideate:

• Analyzed the research and created user journeys for the various use cases for the wizard.
• Worked through the solution for each use case.

Prototype and design:

• Wireframed every step of the wizard displaying the various use cases.
• Created a working prototype through all the use cases.
• Worked with a visual designer on high fidelity mock ups following Optimum's style sheet.

Deliverables:

• A working prototype of the registration wizard.
• High fidelity mockups of all the steps.
• UI spec document.

Launch:

• Worked closely with developers to convert the wireframes into a tangible product.
• Helped developers in mitigating any roadblocks during the development phase.

Tools:

• Axure, Axshare, Photoshop