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\n \n

User Feedback

\n No placement awareness\n

Users had no mental model connecting router location to signal quality. Most had never tried moving it.

\n Technical language barrier\n

Signal numbers (dBm), frequency bands, and jargon caused immediate drop-off — users gave up and called support.

\n No guidance after scan\n

App showed a red icon but gave no next step. Users felt stuck with no actionable direction.

\n Multi-floor dead zones\n

Users with 2+ floor homes reported the worst experiences. No tool helped them think floor-by-floor.

\n Extender confusion\n

Users bought Wi-Fi extenders without understanding whether they were needed or where to place them.

\n\n \n

Support Tickets

\n Repeat contacts for same issue\n

Users called support 2–4 times about the same weak signal before discovering the root cause was placement.

\n Carrier vs router confusion\n

Users testing with a different carrier SIM got inaccurate results — no existing app detected or surfaced this mismatch.

\n Speed test at wrong location\n

Users ran speed tests from different rooms than the router, getting misleading results. No guidance on where to stand.

\n No before/after comparison\n

After moving a router, users had no way to measure whether it actually improved. Trust in the recommendation was low.

\n Setup without router powered on\n

Some users tried scanning before the router was on or connected — the app needed to detect and handle this state.

\n\n \n

Analytics

\n High drop-off on signal screens\n

72% of users who saw raw signal data (dBm) exited the flow. Plain-language alternatives had 3× higher completion.

\n Full-home scan abandonment\n

When asked to walk the entire home at once, 61% of users abandoned mid-task. No sense of progress or end point.

\n Low recommendation trust\n

Only 48% of users followed placement recommendations without seeing a before/after speed comparison.

\n Speed test timing issues\n

Users ran speed tests from random locations, invalidating results. 58% of support contacts related to inaccurate speed data.

\n Low repeat usage\n

Users who completed one room scan rarely returned to scan additional rooms — no prompt to continue.

\n\n \n

Behavioural Patterns

\n Trial-and-error as default\n

In the absence of guidance, users moved routers randomly — corner to corner, floor to floor — with no systematic approach.

\n Blame shifted to ISP\n

95% of users attributed poor Wi-Fi to their provider, not their router placement. The mental model was broken upstream.

\n Rooms not considered separately\n

Users thought of Wi-Fi as a whole-home issue, not a room-by-room one. The room-level framing was new and resonant.

\n Speed test = trust signal\n

When shown before/after speed data, 88% of users followed the placement recommendation. Proof drove action.

\n Visual feedback preferred\n

Users trusted colour-coded heatmaps far more than numbers. Green = good was immediately understood without explanation.

\n\n\n

Design opportunities drawn from clusters

AR heat overlay — replace numbers with visual colour coding: green = strong, red = weak

Room-by-room stepper — break the scan into discrete rooms with visible progress

Before/after speed test — establish a baseline before placement, measure again after to prove improvement

Carrier mismatch detection — detect and surface when the testing device uses a different carrier than the router

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$\"Splash$

Splash screen
Loading state

$\"Allow$

Allow notifications
Permission request

$\"Allow$

Allow location
Permission request

$\"Get$

Get started
Welcome screen

$\"Find$

Find spot
Router setup check

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Flow B — Carrier Mismatch

$\"Carrier$

\n\n

Network mismatch detected

Phone SIM is T-Mobile, router is Verizon. App detects and surfaces this — a unique feature no competitor has. User chooses: Wi-Fi-only test or switch SIM.

\n \n

\n\n

Flow C — Router Not Set Up

Speed test with router only

User's router is powered on but not yet placed. App guides them through placement first, then runs the speed test in the recommended location to establish baseline.

Router connected but not placed yet

✓

Scan-first, then test in recommended spot

✓

Speed test confirms placement before locking in

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SPot Finder

Redesigning the onboarding experience.