Product Design
& Enterprise Site Sonar Insights

SONAR
Product Design

Where Connectivity Meets Expectations

The Project

Sonar Insights is an Artificial Intelligence (AI) product that enables enterprise companies and Internet Service Providers (ISPs) to diagnose Wi-Fi connectivity issues. They hired us to redesign the User Interface (UI) of their web application.

For Sonar Insights to become a disruptor in the Internet of Things (IoT) space, the UI needed to present users with simple, actionable insights distilled from several data streams. To do that, we had to design a consistent, intuitive User Experience (UX) for a variety of audiences responsible for responding to support calls.

Customer Journey

Product screens needed to be revised and create a proof of concept of Sonar Insites for ISP clients. To display data in a usable, intuitive form for the two target audiences Customer Support Agents and Data Analysts. Each had unique needs and utilized the product in different ways. It was important to make these distinctions up front to understand how to streamline the user flows. For example, Data Analysts needed to be able to quickly identify where the connectivity issue was coming from and Service Agents to have a pinpointed diagnostic issue and understand how to troubleshoot.

Information Architecture

With the Sonar technology, we were able to provide visibility into the initial diagnostic questions Service Agents usually need to ask at the beginning of a support call. By allowing them to bypass this step and get right to the troubleshooting we were able to reduce average call handling time. The dashboard was created to focus on surfacing the most important information, communicating it clearly and concisely,allowing Data Analysts to make strategic decisions around Service Agent Deployment, reducing the time to diagnose (MTTD) and remediate (MTTR). This also meant providing a comprehensive view of ISP, subscriber connectivity and service (Netflix, etc) health.

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Messaging

Creating messaging for a IoT product can be challenging. First, we needed to net out the best way to introduce new audiences to the Sonar product. Knowing we needed to give an overview on a single page we wanted to provide the messaging structure of What does it do? How do I benefit? How does it work? and How can I learn more?

UX/UI Design

Even though there are multiple users for the Sonar product we felt it was important to streamline the design approach to appeal to the benefits of both audiences. Because a core part of the value proposition is 'Humanizing the Internet' it was important to develop a visual and imagery style that speaks to that. Especially being in the B2B technology space we wanted to portray technology through its relationship with people and how it a large part of their daily lives.