Linksys Mesh Router setup problems
By monitoring customer feedback loops*, we noticed a sustained increase in setup-related complaints.
This grabbed leadership attention, as failed setup directly impacts sales and creates angry customer feedback.
*We have a Customer Support Dashboard that tallies the number of support calls per month, categorized by topic. Setup-related issues consistently ranked number 2 for a year.
*Using Slack and the AppBot plugin, all app reviews ping us and are posted to a Slack channel.
*A design team member was tasked with counting Amazon product reviews 3 stars and below, and tally them by topic.
It’s not hard to understand why customers are so pissed…
These days, internet is a commodity, like toilet paper. Everybody expects it, and life gets hard, quick without it.
Failed router setup means catastrophic interruption of modern life.
No streaming services or gaming, interrupted work tasks, or angsty teenagers griping about Wi-Fi.
Plus, this was our Mesh Router* product line, touted as the latest and greatest option for home WiFi, with a pricetag close to $400.
*A “mesh” router means there are multiple units that work together to create WiFi, vs 1 unit.
The objective was clear: reduce setup friction by any means necessary.
This required a critical audit where every action, piece of code, or line of copy was on the chopping block.
The current setup strategy was to get users to the app, as fast as possible.
Unboxing
Printed startup guide sends you to app
Download the Linksys App
The app walks you through each step, providing continuous feedback.
Users select the setup path and identify their product
Follow instructions to connect the router to the modem
Wait for phone to perform Bluetooth scan and find hardware
Checking for internet
Create a Linksys account
Set your WiFi name and password
After setting up the main router, we can move on to the other units, called “Nodes”
App provides placement instructions
Plug in the 2nd node
Allow app to find and add to Mesh network
Repeat process for 3rd node
With setup complete, we have a mesh network with 3 Nodes, reporting to the app.
ANALYSIS
The initial intention, and advantage, of forcing setup through the app was being able to hand-hold users through every step. This allowed us to solve for every scenario and edgecase.*
*Every person’s home is different: the layout, their internet service provider, modem, or the range they wish to use their nodes. Each scenario requires specific troubleshooting instructions, a feed back loop, and appropriate error handling.
The cost of this approach was added time, complexity, and too many points of potential failure.*
*This complexity and points of failure can be visualized in our Setup documentation file, pictured below. Note the amount of sub-flows and deviations, from the golden path.
Ideation
Huddling with other departments, we investigated these micro-flows with critical focus.
Much of the logic and content had not been revisited in years, and it was easy to make a list of incremental improvements.
For larger PDF view, click on image
Do customers need to create a Linksys account? Why?
Why do we have to use the app for setup? What about a desktop computer?
Do customers need to customize their WiFi?
Why is the Firmware update in setup? Why not after?
Can child nodes be added AFTER users come to the dashboard? Why or why not?
Why are all these OS permissions required?
Why does scanning for unconfigured nodes with Bluetooth take 5 minutes? Can it be shorter?
Do users have to sign the end user license agreement/terms here?
With a setup this complex, however, the changes didn’t put a dent in the overall feeling.
Familiar, expected, lengthy. So many app screens.
Our head of product pushed to see more strategies.
Literally, what is the bare minimum to be online, using our product?
What are other methods for adding child nodes?
For a larger PDF view, click on image
How is the app serving the customer? How much customization do people want?
What is more important, creating a magic experience for 85% of users, or making everyone happy?
Average questions, average result
Incredible question, incredible result
Average question: How to reduce setup time?
Average result: Same strategy, with incremental improvements.
Incredible question: How can setup be done in 2 minutes?
Incredible result: Bolder moves required
Literally what is the bare minimum users have to do to be online, using our product?
Moving forward with Option 1
What’s funny (and frankly a little embarrassing), is this method was used by the earliest routers in the 90s.
It was no-frills because they literally… had no frills.
But who cares? What’s truer today more than ever is today’s consumer wanting fast and easy.
Quick Start guide, 2-minute edition
We would need variants for our different products: single vs multi units.
At this time, the company was implementing a Planet Pledge, changing our packaging aesthetic.
Prototype for testing the new setup
