Bell Self Install
Making self-installation clearer and more predictable for customers setting up services without a technician.
Design Problem
Customers trying to self-install their internet or TV services often struggled because the printed instructions, packaging steps, and mobile app guidance didn’t match. Hardware status was unclear, error messages were vague, and many users felt uncertain about whether they were doing the right thing—leading to unnecessary calls to support.
Solution
I streamlined the setup flow by aligning the physical unboxing sequence with the in-app steps, surfacing real-time hardware status, and providing clear, reassuring feedback at each stage. The updated experience reduced confusion, helped customers complete installation with confidence, and lowered support volume tied to mismatched instructions.
Reflection
This work reminded me that clarity alone isn’t enough — users need confidence. Aligning physical and digital flows created a sense of support without requiring direct interaction with a person.
This work reminded me that clarity alone isn’t enough — users need confidence. Aligning physical and digital flows fostered a sense of support without requiring direct interaction with a person.
