My Mobile Coverage
Benchmarking tools
Simplified network performance tools that anybody could use.
Summary
MyMobileCoverage is a user-centric mobile diagnostic solution that helps carriers improving 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 collected by users, network specialists and highly specialized tools.
My role
Working at MMC It was great being able to integrate my industrial design background with my User Experience Design skills.
Results
An integrated system that kills two birds with one stone, collects network information and markets the carrier where ever it goes.
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 room 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.
Discovery
User pains in a connected world
Individual Escalations
On a case-by-case basis, data service performance is being validated.
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
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.
Network Tuning
Using data drops and heat maps, RF optimization is being done by vendors to improve poor coverage.
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
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 focussed on network speed can backfire.
Desired outcome
If the current scenarios is not positive, have a way to change the conversation
Ideation
Creating a common vision
MMC vision is gathering 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.
The spot between the metro stations finally has good coverage and people can keep on watching Netflix on its way back home.
The spot between the metro stations finally has good coverage and people can keep on watching Netflix on its way back home.
The spot between the metro stations finally has good coverage and people can keep on watching Netflix on its way back home.
The spot between the metro stations finally has good coverage and people can keep on watching Netflix on its way back home.
A network analyst uses a benchmark box to quickly sample the area around a client’s office before a meeting.
The spot between the metro stations finally has good coverage and people can keep on watching Netflix on its way back home.