Our research revealed:

-With more than 4 generations of equipment in homes, operators find that even the most basic support question takes 22 minutes to answer on average.
-A device’s signal & bandwidth needs differ by function make/model & operators need this network information to detect issues beyond the subscriber’s gateway.
-On average, 50% of subscriber support calls are wifi-related.

After several iterations, we concluded the three pain points this app would focus on are: support strain, technical overhead & digital parenting.

In order to ideate toward a proposed solution, we devised a series of self-service tools.
Notable features include:

-Self Setup provides users with a guided setup flow to minimize setup while administering home networks from anywhere.

-Allowing the subscriber to remotely reboot, change the wifi channel, view access points, and text the subscriber SSID credentials.