Lightspeed ISP Case Study
The Challenge
High installation abandonment rates were costing Lightspeed efficiency and customer satisfaction.
Finding the Right Framework
I evaluated several frameworks including user journey mapping, service blueprints, and jobs-to-be-done before selecting opportunity mapping.
This framework was chosen for its ability to connect business outcomes directly to user problems and potential solutions.
Opportunity mapping provides a structured way to identify where user frustrations create business impact, making it perfect for understanding installation abandonment. The framework's strength lies in its holistic view, allowing me to map relationships between different user segments and their pain points.
Mapping Problems to Solutions
The opportunity map structured the analysis around four key components. The business outcome focused on reducing installation abandonment to improve operational efficiency and customer satisfaction.
I identified two primary user segments: customers booking fiber installations who need clear communication, and technicians performing installations who require complete information and efficient workflows.
The opportunity areas emerged from analyzing where these segments experienced friction. Communication gaps led to customer no-shows, incomplete address information caused technician confusion, poor scheduling flexibility frustrated customers, and inefficient workflows reduced productivity.
Painful to change a slot last-minute
Time windows don't fit customer schedules
Users choose to not show rather than contact support
Customers don't know when technician will arrive
No building codes, parking, or special instructions captured
Customers book but forget about installations
Customers worry about what installation involves
Customer Opportunity areas
Why Installations Fail
The opportunity map revealed that these problems weren't isolated issues but interconnected challenges requiring systematic solutions. Customer no-shows created wasted technician trips, while incomplete information caused delays and repeat visits, escalating both costs and frustration.
The root cause was a lack of proactive systems - customers weren't reminded about appointments, while technicians arrived without complete context needed for success.
Nobody home at scheduled installation time
Unexpected infrastructure problems during install
Wrong addresses, missing building access codes, unclear property descriptions
Time-consuming paperwork
Can't reach customers when late or lost
Not enough buffer between appointments
Jobs scheduled without geographic consideration
Can't proactively move problematic jobs
Technician Opportunity areas
Core Design Principles
For every problem identified in the opportunity map, I developed specific solutions. These solutions revealed three core design principles.
Prevention over reaction emerged from solutions like coverage validation and address verification that stopped problems before they happened. Information clarity came from ensuring both customers and technicians had complete, accurate details. Proactive communication developed from strategic timing of reminders, tracking updates, and notifications that anticipated needs rather than reacted to problems.
Flexibility focus
Easy booking changes and convenient scheduling
Communication priority Multiple touchpoints and easy contact options
Transparency first
Clear expectations, timing, and requirements
Information clarity
Complete job details before arrival
Efficiency tools
Route optimization and streamlined workflows
Proactive control
Ability to prevent problems before they happen
Design Principles
Customer Booking Journey
I designed a flow addressing the customer problems from the opportunity map. The flow starts with postcode coverage validation to prevent customers completing entire bookings only to discover no service availability. For uncovered areas, customers join a waitlist with expansion timelines, converting rejection into future opportunity.
The flow then moves through address collection with property details, time selection, and immediate confirmation. The system follows up with strategic reminders and provides installation preparation with live tracking.
Address Selection Screen
This screen captures complete installation details to prevent technician confusion. Property type selection dynamically adjusts form fields, while precise location combines GPS with postcode verification for accuracy.
Access instructions capture parking, entry codes, and special requirements. Visual map confirmation with a custom pin designed in Lightspeed's branding style allows customers to verify the system has correctly identified their property.
The time booking screen provides flexible scheduling options with morning, afternoon, and evening slots available including weekends. Clear messaging explains "Installation takes 1-2 hours. Our technician will set up your router, test the connection, and answer any questions," helping customers understand exactly what to expect.
Technician Daily Workflow
Job assignment provides complete customer details and route optimization. Preparation includes equipment verification and customer contact before departure.
Travel incorporates GPS navigation with live ETA updates that automatically notify customers of delays. Installation follows a guided checklist with progress tracking, while completion includes customer signature capture and job documentation.
This systematic approach transforms technician work from reactive problem-solving to proactive service delivery.
Job Overview Screen
This screen serves as the technician's command center, providing complete installation context before arrival. Customer contact includes one-tap calling and messaging, while location details present complete address with parking and access requirements.
Installation specifications include equipment requirements and network details, allowing technicians to verify they have correct materials. Progress tracking provides an interactive checklist with status updates, maintaining accountability while documenting completion.
Complete information enables proactive problem-solving, allowing technicians to focus on service delivery rather than information gathering.
Key Insights & Impact
Three critical insights emerged from the design process. Stopping problems before they happen proves more effective than building sophisticated problem-resolution systems. Technicians perform better when they have comprehensive context before arrival. Communication timing matters significantly for customer engagement, with multiple touchpoints at appropriate urgency levels reducing no-shows while building confidence.
The solution improves installation success through better customer preparation and comprehensive technician information. Customer satisfaction increases through clear expectations and proactive communication, while technician efficiency gains from complete information access and optimized routing create business value through reduced operational costs.
Project Overview
Most time was spent on research and planning rather than visual design. The focus was on creating the opportunity map, developing user flows, and thinking through the problem systematically.
Time Spent: 14-16 working hours
Tools Used:
Figma - Screen designs
FigJam - Opportunity mapping and brainstorming
ChatGPT & Claude - Research and content development
