Increasing Cross-Sales 73% with Multi-Network Dashboard
Role
Product Design
Tools
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Figma
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Figjam
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Adobe Illustrator
Summary
With the rise of connected homes and remote work, the ability to easily manage multiple networks became a key market differentiator.
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Despite its potential, the motosync app's multi-network user experience hindered its competitive advantage.
By redesigning the dashboard to address user pain points, we achieved remarkable results, including a 73% increase in cross-sales, a 13% uplift in full-network reboots, and a 23% reduction in multi-network customer support tickets.
This transformed the app into a powerful solution for managing multiple networks, offering quick access to network status, actions, and streamlined onboarding.
About motosync
The Motorola motosync mobile app allows users of Motorola network devices to easily set up, manage, and secure their home network.
Unlocking the Potential of Multi-Network Management
In today's increasingly connected world, managing multiple networks – from home and remote offices to vacation properties and extended family setups – has become a critical need for many users.
Recognizing this growing demand and the strategic opportunity it presented, we sought to launch new marketing initiatives to spotlight the motosync app's multi-network management capabilities, specifically targeting increased cross-sales.
While motosync offered the functionality to manage multiple networks, the existing feature was initially developed primarily for internal purposes and lacked a user-centered design approach. This resulted in a clunky and unintuitive experience that was hindering the app's potential as a true competitive differentiator.
To fully capitalize on this market opportunity and deliver a user experience worthy of Motorola's brand, a significant overhaul of the app's information architecture was deemed essential.
How We Made Multi-Network Management Awesome: A User-Centered Approach
To transform the motosync multi-network experience, I employed a rigorous user-centered design process:
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1. Deep User Insights through Multi-Source Feedback:
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I initiated the project with a comprehensive review of user feedback gathered from diverse channels: product reviews, customer support tickets, user analytics (usage patterns, drop-off points), and internal testing. This holistic approach allowed me to identify key pain points from multiple perspectives, ensuring a well-rounded understanding of user frustrations and needs. My primary goals were to directly address these pain points and align the multi-network feature with broader product and marketing initiatives focused on cross-selling and user engagement.
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2. Focused Workflow Analysis & Pain Point Definition:
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I then meticulously analyzed key user workflows related to multi-network management, specifically focusing on network navigation, onboarding, status monitoring, and common actions. Evaluating these workflows against our project goals, I clearly defined the core user pain points and formulated targeted solutions:
Pain Point | Solution |
|---|---|
Siloed and Cumbersome Network Navigation | Centralized Dashboard with Quick Access to All Networks |
Limited Network Status Visibility | High-Level Status View Across All Networks |
Confusing Multi-Network Onboarding | Single, High-Visibility Entry Point for Onboarding |
Inefficient Full-Network Reboots | Quick Access to Full-Network Reboots & Key Actions |
3. Iterative Design & Usability Validation:
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I translated these solutions into high-fidelity designs, which were then rigorously tested and iterated upon. Usability testing sessions were conducted to observe user behavior and identify areas of confusion. Time-on-task measurements helped quantify efficiency gains. Technical feasibility was continuously evaluated throughout the design process.
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A key iteration emerged from usability testing: Initially, account and network-level settings were not clearly separated. Testing revealed users were confused by this structure, as network settings appeared detached from the network itself. To address this, I restructured the information architecture, splitting account settings from network settings and embedding network settings within each network's overview. This created a clear and intuitive hierarchy, ensuring users understood the context of their settings changes.
4. Addressing Technical Constraints: Support Information Architecture
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The app's network-centric architecture, relying on an "active network ID" for API calls, presented a technical challenge, particularly for features like Support. I needed to ensure users could access correct support information regardless of their active network context.
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To solve this, I created a user-persona and journey flowchart, mapping user types (brand, ISP, app version) to their corresponding support information needs. This visual analysis allowed us to identify a solution that could deliver the correct support information without solely relying on the active network ID.
After presenting this solution to engineering and product teams, collaborative discussions led to a refined approach that met user needs with minimal disruption to the existing technical implementation.
5. Resulting Feature Set: Centralized Control & Streamlined Workflows
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The final feature set delivered a significantly improved multi-network experience:
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Centralized Dashboard: Provides a high-level overview of all networks with status indicators and quick action access.
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One-Click Full-Network Reboot: Dramatically simplifies network rebooting.
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Unified Onboarding Flow: Streamlines network and device setup with a single entry point.
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Clear Information Architecture: Logically separates account and network settings, improving navigation and user understanding.
Results
73% Surge in Cross-Sales:
Multi-network dashboard positions motosync as the solution for managing business, home, and family networks, leading to a dramatic revenue increase in 6 months.
13% Uplift in Full-Network Reboots:
One-click "Reboot All Devices" feature empowers users, streamlining network management and reducing frustration.
23% Reduction in Support Tickets (Multi-Network):
Despite user base growth, intuitive design and onboarding cut support requests, demonstrating improved user self-service and satisfaction.