Connect Pods installation
Liberty Global is a global leader in broadband, video and mobile communications. I worked on its B2C mobile and web app, where people manage their Wi‑Fi and network, install Liberty Global hardware, troubleshoot smart home devices and use other services — across one to all five of its country brands.
My focus: the installation flow for Connect Pods, Liberty Global’s Wi‑Fi extenders, and the in-app and web experience around it.
Year
2022
Timeline
4 months
Tools
Sketch, Figma,Miro, Overflow,InVision, Lottie
My role
UX/UI Designer,Design System
Designer,Motion DesignerTeam
Product Manager,UX/UI Designers (2),Illustrator,Copywriter
Problem statement
Business
problems
- High complaint rate
- Low installation success rate
- Pods placed in the wrong spots
- Hard-to-find entry point
- Little awareness of what Connect Pods are
- Weak error prevention and troubleshooting
- Too little information on how the hardware behaves
- Long installation waits that blocked the rest of the app
- Unclear network and Pod health status
Design
goals
Update the old installation flow to support two types of Connect Pods
Improve the in-app installation experience by fixing its known issues
Make Connect Pods more visible and raise customer awareness of their benefits
Process & solution
Process
Requirements & desk research
- Interviewed stakeholders
- Pulled data from the support center
- Reviewed the flow’s analytics
- Went through the hardware unboxing myself
- Studied competitors and analogs
Analysis & design goals
- Sorted the feedback and requirements
- Found the problem areas in the current flow
- Set the design goals
Iterative design & prototyping
- Rebuilt the current flow, mobile first
- Mapped the findings and issues onto it
- Designed wireframes
- Wrote new copy
- Created UI animation
- Built the web version once mobile was confirmed
Documentation & design library
- Finalized the UI
- Updated the design library
- Wrote the design documentation
- Ran design QA
Feedback, analytics & iteration
Recommendations
Next steps I recommended to stakeholders
- Interview end users
- Map the full customer journey, including what happens outside the app
- Use those findings to update the prototype
- Test it with users and refine the design
Final designs
Designs
Achievements
Key results
Plug & Play and manual installation combined in one hybrid flow.
Journey steps reworked for a faster, smoother installation.
Placement tips simplified: fewer, more on‑point messages.
Clear expectations about how the Pods behave and what happens next.
The Pods and their health status are easy to see.
Better troubleshooting and error prevention.
