New User Experience at Eero
Improving device set-up success rate and user satisfaction with user research
When Eero launched its second-generation hardware, it impacted the most problematic step of the set-up experience: placing your devices in your home.
Areas of Opportunity
Lack of Expectation Setting
We weren’t adequately setting the stage for the set-up process
Users had no context for what was coming up next
Not our focus
We addressed this in partnership with our marketing team. We focused primarily on the quick start guide that came in the box.
Feeling of Waiting
There were more waiting states than engagement
Using the same animations throughout the steps made the experience feel stale
Not our focus
We addressed this with our illustration and animation contractors. The goal here was to make our “waiting” animations contextually relevant to the step of the process
Placement Uncertainty
Placement tips were too detailed; users fixated on “40 ft” and “line of sight”
Questions like, “Where do I place my eero?”, “Did I put it in a good spot?”
Our primary focus
We had the biggest opportunity to improve the experience here. Through user research we found that this was the part of the process that left people feeling confused and unsure if they made the right choice.
Concepts
Key Insights
Users LOVED having a visual of the home to relate to
There was not a universal understanding of the types of homes (e.g. WTF is a ranch style home?)
Separating the questions made the process feel cumbersome
It’s starting to take shape!
Our insights led to an evolution of the “home selector” that created an abstraction of what the bones of a home could look like. This made it easier for users to see the home on the screen as their home, removing the need for confusing home names.
