My Mobile Coverage
Benchmarking tools
Simplified network performance tools that anybody could use.
Summary
UX and Industrial Design of a network diagnostic solution that helps carriers improve network performance and customer care.
MyMobileCoverage is the leader in mobile analytics tools. Its mission is to provide real-time analytics relating to network performance, customer experience and business intelligence.
In 2013, MyMobileCoverage developed its own low-cost benchmark box. Collects data on RF environment, network performance, and GPS positioning simulating many devices. This benchmark box will, later on, become the cornerstone to a complete network monitoring platform.
The goal was to make this sophisticated equipment so easy to use that anybody could run a mobile network survey.
Scope
Creating a complete platform for mobile network optimization. This ecosystem aimed to collect, analyze and visualize information from users, network specialists and highly specialized tools.
My role
Design lead integrating industrial design background with my User Experience Design skills.
Project Duration
From 2013 to 2014
Methodology
Design Thinking, Product & User Experience Design under Scrum team
Strategy
Rapid iteration of solutions validated by stakeholder interviews and prototypes
Tools
Solidworks
Illustrator
AdobeXD
Introduction
Concept design, mobile apps, IoT and data visualization to improve an interconnected world.
Back in 2011, MyMobileCoverage, a CORTxT company, had already created a crowdsourced system to capture mobile coverage issues and service interruption from mobile carriers. I started designing for them as a freelancer and joined two years later as a full-time UX Lead, almost at the same time they expanded to their Latin American market.
Value proposition
MyMobileCoverage is a mobile diagnostic solution that is helping carriers resolve issues related to network performance and customer care.
The process begins with data collection right from the subscriber’s handset. Information related to voice calls dropped/blocked calls, loss of service (no bars), data throughput, device-specific and GPS information is collected with optimal care and precision.
MyMobileCoverage transformed the raw data sets into insightful and actionable information to help resolve specific problems.
Discovery
User pains in a connected world
A mobile network is a complex system that can easily be overwhelmed by larger than expected users gathered in one single place, like an impromptu concert and multiple users streaming video all at once.
As mobile phones, tablets, IoT and wearables become more popular, they rely heavily on the cloud to reduce the usage of local storage. This implies a situation where a single car could have a dozen devices requiring internet connectivity and the demand is only expected to increase.
Most carriers do not have a specific idea of their coverage blind spots and rely on users’ complaints to detect them, considering investigating an area only after several complaints have been filed.
Phone coverage is distributed by antennas and its efficiency and optimization could be affected by multiple factors, like weather, new buildings, other antennas and changes in the landscape. It. is also possible the materials in a building can affect the penetration of the network, some rooms might have fantastic coverage while others could barely have one bar.
Lack of cellphone coverage can have unexpected effects, from economic loss in local businesses to unsuccessful emergency response. This drives the desire to understand the user’s experience from the device’s perspective.
Most common scenarios
Individual Escalations
On a case-by-case basis, data service performance is being validated.
Customer Complaints
A particular scenario involved a subscriber complaining to the Federal Communications Commission in the USA. Coverage maps with data points were used to resolve the complaint with the FCC.
Market Analysis
Performance by the market is being measured based on speed tests recorded by subscribers. A deeper understanding of data speeds is now being realized due to the correlation of Network events with band frequency
Network Tuning
Using data drops and heat maps, RF optimization is being done by vendors to improve poor coverage.
The network looks good,
why are customers still complaining?
Most carriers do not have a specific idea of their coverage blind spots and rely on users' complaints to detect them, considering investigating an area only after several complaints have been filed.
Phone coverage is distributed by antennas and its efficiency and optimization could be affected by multiple factors, like weather, new buildings, other antennas and changes in the landscape. It. is also possible the materials in a building can affect the penetration of the network, some rooms might have fantastic coverage while others could barely have one bar.
Lack of cellphone coverage can have unexpected effects, from economic loss in local businesses to unsuccessful emergency response. This drives the desire to understand the user’s experience from the device's perspective.
Definition
The get well plan
This strategy was created to offer a complete platform so carriers, would be able to get a single solution for all their mobile network needs.
Key outcomes
The early stages of user research and stakeholders’ interviewing reported the following paradigms:
Paradigm 1
Surveying equipment is expensive and complicated
Desired outcome
Simplify surveying hardware to be affordable and simple
Paradigm 2
Only network engineers are in charge of network testing and surveys
Desired outcome
Reduce complexity to the point that anybody can survey a network.
Paradigm 3
Efforts to improve network performance go unnoticed by consumers
Desired outcome
Make surveying efforts cool and noticeable, after all, it shows the company they care.
Paradigm 4
Marketing efforts focused on network speed can backfire.
Desired outcome
If the current scenario is not positive, have a way to change the conversation
Ideation
Creating a common vision
MMC vision is to gather the right data, and the right time, to paint the Quality of Experience (QoE) picture. To be able to express the concepts to investors and stakeholders, we created illustrations to visualize ideas.
User personas
Use cases
Case #1: Outages outrage
Dealing with Poor Coverage related calls, Jackie is assigned a customer that has been having problems with their cell phone coverage and is very frustrated. The customer can’t remember precisely when these outages have occurred but it is affecting their business. Jackie would like to be able to determine whether these outages are due to the network or the customer’s phone by viewing summary statistics (ie. minutes used, number of calls dropped vs. calls made without drop). If it appears to be the phone she would like to be able to see some statistics about the customer’s phone. (Benchmark customer’s device against average device performance).
Use Case #2: I want a better deal!
Jackie is assigned a customer that is looking to upgrade/renew their phone plan. The customer requests a better deal or a discount because “they have not been getting good coverage”. Jackie would like to be able to determine if these are legitimate claims. If they are legitimate claims then she would like to determine if it is the customer’s phone or the network that is the problem by viewing summary statistics (ie. minutes used, number of calls dropped vs. calls made without drop). If it appears to be the phone she would like to be able to see some statistics about the customer’s phone and she might be able to suggest a deal in the phone department. If these are bogus claims made by the customer then she would be able to determine this and counter-argue with facts.
Use Case #3: The guardian of the cell towers
Viewing Current Network Coverage (Overview) Darren would like to view the current status of the network. He would like to be able to quickly see where the network is performing well and where it isn’t. He needs to also be able to view the location of his company’s cell towers. He would also like to see summarized metrics such as the total number of dropped calls vs. not dropped, and tower load metrics.
Use Case #4: The devil is the details
Viewing Current Network Coverage, Darren needs to view more specific details about the network such as network activity, tower load, data transmission speeds, specific signal-‐lost and signal-‐regained events and geographic factors that may influence these metrics. If a signal-‐lost event occurs Darren would like to see more details about the users device including device type, firmware, OS, battery percentage, signal strength, time & all those pesky details, but there is not much information to start with.
A simple plan for complex solutions
We need methods to collect reliable information, this information is analyzed and communicated to stakeholders so they can make decisions.
Industrial and UX Design
Voice Quality Tester Device and App
This device was created to be able to analyze the reasons for poor voice quality during a call. There are many factors that can influence the perception of how clear the voice is, at least two devices are involved, phone reception, ambient noise or other electronics can interfere with a call.
This Android-powered device uses a high-end smartwatch as an external voice quality tester. It is meant to be delivered to a customer's home, so they would be able to do manual tests on their own. The device had the option to use Bluetooth or a phone jack to collect voice quality.
The tester was designed to be attached to any android device available at the time.
How it works
The sound quality scale goes from 0 (lowest) to 4.5 (highest).
Industrial and UX Design
Marketing backpack
The benchmark box is a network performance recording device. It powered two displays to communicate survey results in that area and streamother marketing messages.
One of the use cases we had for testing networks were concerts. A crowd of users streaming HQ video is the perfect hotspot to measure network performance. Also, our testers will not pass a good opportunity to enjoy a concert for free as long as they protect the equipment.
Benchmark box’s internal board and elements
A second iteration of the backpack needed to include a three battery set to extend the operational range so it operates multiple devices for up to 8hrs. This version also included the option to run two voice quality testers (Bluetooth synched).
Benchmark box in-store kiosk
Shopping malls and retail stores are good places considering the effectiveness of the network.
Consider a carrier store trying to gain new customers but whenever they try to set up a new account, the coverage display shows only two bars. Not good for business.
The backpack was also designed to be able to use it as an in-store display, streaming marketing announcements and collecting network information.
The benchmark box was designed so it could be attached to a stand or wall mount and become part of the store’s decoration, featuring custom marketing information in real-time.
The backpack’s displays were controlled by a synched mobile device, so the user carrying the backpack had control over what the backpack showed.
The goal was to display the network speed in Mbps and an example of what they could do with this speed, E.g. Downloading a full Netflix movie in 20 minutes. If the speed was not satisfactory, other marketing messages were shown, and still data is collected.
The app controlling the box was also used to monitor the status of the devices inside the box, battery charge and/or synching other devices to it, like the voice quality testers.
Benchmark box in company vehicles
A benefit of simplifying network performance tools is that pretty much anybody in the company could perform network surveys and collect information while doing other unrelated tasks for the company.
A company phone could be used to constantly monitor voice quality over the network, providing extra value.
The voice quality app worked very similarly as the voice quality tester (smartwatch version).
Mobile marketing dashboard
In order to coordinate every element in the system, the platform needed a customizable dashboard where the user would be able to visualize the areas the testers were in, their direction and their status.
Benchmark box on company vehicle
User with backpack
Benchmark box on store kiosk
Results
The idea of taking a complicated procedure and reducing it to its simplest form so anybody could access it and use it is a fantastic example of design thinking.
It was a great experience working with a team of talented engineers and tech leaders always pushing to explore new territories and test ideas.
The technology developed for this platform, later on, was reused as part of OnGuard, a company focused on safety for lone remote workers.
