Streamlining UX with a module based system at Boingo

Boingo is an American wireless and telecommunications company based in Los Angeles. They're known for providing hotspots at various airports. However, they also provide most of the wireless services at music venues as well as American military bases.

Each service line had been built on a separate stack, and the same was true for internal tools such as their customer care tool. Boingo, seeing the need for a more unified technology strategy, was migrating to a new CMS whose goal would be to unify codebases, and along with them, create efficiencies and continuity of experience. Tasked with redesigning their service to military bases, I developed a larger strategy to unify all systems with a single library.  

Approach

The principle architectural approach was to identify units, or modules that had functional and informational roles across user groups. As a simple example, customer care staff and users across all service lines need to know which of their devices are connected. Identifying these functional units then allowed me to map modules across account types, as well as the components we needed for MVP.

Results

We built a two-part roadmap to migrate consumer and customer care properties. As a functionality, identified in a visioning phase was then added, extend to other systems.

Activities

• Agile project management
• User interviews
• Design workshops
• Usability testing (in-person and remote)
• Stakeholder interviews
• Call center data analysis
• Information architecture
• Mobile app and mobile web design
• Enterprise system design
• Engineering specification and support

Work samples