Approaching the wireless router with user-centered design and research

Challenge

As a leading telecom operator and service provider in China, our client normally developed their products from the manufacturing standpoint. That is, with a focus on low cost and saving as a main criteria for successful design.

However, with more and more users complaining the products are neither beautiful nor convenient to use, our client found that their products had a reduced brand value which led to losing customers.

Therefore, our client felt there must be a thorough change in product design before their brand value would be further damaged.

Process

To seek a win-win situation which could create value for our client and exceed the expectations of end users, we agreed on an integrated design research model to bridge research into design.

We believe that successful design must consider 3 aspects. Firstly, understand the user's basic needs and expectations and identify areas to improve and innovate to exceed expectations. Secondly, look for advantages in manufacturing by staying aware of cost concerns, areas for savings, avoiding problems in production, and providing aligned or better value. Lastly, elevate the brand by aligning brand values with end users values, strengthening user's acceptance and loyalty to the overall brand, and proving to users that the brand owner values what they do.

By using the right mix of research methodologies we build connections across these 3 main areas of focus. We then can analyze this research and form meaningful insights. These insights, combined with the understanding of our clients objectives, lead to the design principles that will benefit the client.

After conducting our users research, we conducted internal design thinking workshops to combine client branding, marketing, and manufacturing guidelines with the needs, wants and expectations of users. The result of the workshops is our final design solutions and recommendations.

Outcomes

Supported by strong research findings, we delivered design solutions with meaningful and functional features. These solutions help our client to convey a positive brand image by satisfying users needs and exceeding their expectations.