Belkin Router Setup

Goal: Reduce the customer support costs by reimagining router setup to be truly simple.

The key metric that the Product Manager mentioned is his pitch to revise the Quick Installation Guide (QIG), was 120%. The contact rate per router for Belkin was 120%! For every router sold, we received at least one phone call, and the most-often cited reason by far was "Setup".

In order to get a baseline for setup issues, I decided to test typical customers with our current QIG. The QIG only handles the physical setup of cables and connecting the user to the router's firmware-based setup, and in its then current form, it failed to achieve its intended result 100% of the time.