Telstra launched the Connected devices dashboard to give users real-time visibility and control over the devices on their home network. By surfacing connection strength, offering proactive tips, and guiding troubleshooting, the experience helped users solve connectivity issues independently. This intuitive, self-service tool reduced reliance on customer support and boosted user confidence in managing their home networks.
Telstra aimed to empower users with greater visibility and control over the devices on their home network. The goal was to reduce confusion and support dependency by offering a self-service dashboard that presented real-time device connection data directly from the modem.
For users, the Connected Devices dashboard made it easy to identify connectivity issues without needing technical knowledge. By surfacing signal strength and offering proactive tools and tips, the experience allowed users to troubleshoot issues independently, avoiding unnecessary calls to customer support.
I focused on creating a visually clear, informative, and supportive tool that made managing home networks intuitive for all users—regardless of their technical comfort level. Here’s how the project was delivered:
We introduced a central dashboard that displayed all devices connected to the user’s home network, categorised by connection type—Wi-Fi or Ethernet. Signal strength was shown for Wi-Fi devices, while Ethernet connections were marked with a stable default status to avoid confusion.
For devices experiencing poor signal, we included a contextual action that prompted users to run a speed test. This enabled users to directly investigate the issue and initiate a deeper diagnosis without needing to leave the dashboard.
To further support troubleshooting, we included a modem summary that provided an overall view of network performance. Based on test results, users were presented with tailored speed tips and support tools to help improve their connectivity.
Recognising that physical setup plays a major role in signal strength, we designed educational content encouraging users to optimise their router’s placement. This insight helped turn passive users into active problem-solvers.
The Connected Devices experience transformed technical network diagnostics into a simple, visual, and guided process. It enabled users to resolve issues faster, boosted confidence in the app’s utility, and contributed to a noticeable drop in connectivity-related support calls.