💥 Measuring success: Q4: Decreased support tickets by 20% by implementing the pre flight check communicating to customers that their sim card may be at fault.

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The problem

With the Veo Camera 2, customers can now livestream football matches. However, camera owners in various regions experience dead zones due to limitations in their SIM cards and data plans. We initially assumed users would resolve these issues with their phone providers, but this assumption was entirely wrong. The depth of negative feedback became clear only after another UX researcher and I began this project.

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Customer research

In the service blue print below, we already see from the moment customers unbox the camera, they’re instantly disappointed when their SIM card doesn’t work with the Veo Cam, disrupting their hopes of testing the livestream immediately. In addition, we've failed to guide users in app on the condition of their SIM card being compatible after inserting it into the camera or if there was enough service, leaving them frustrated and unsure if the issue lies with the camera or the SIM card.

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Collaborate to win

We needed to act quickly, so I facilitated a two-hour design sprint with a goal of rapid iteration to help our customers assess their SIM card’s connectivity. The workshop included our PM, myself, a backend engineer, hardware engineer, front-end iOS and developer engineer, data scientist, and an AI team engineer.

As a team, we determined that the best short-term solution with the highest impact was to inform users if their service was sufficient for glitch-free livestreaming or too poor to support it.

The back-end team implemented a graph that communicated the SIM card's bitrate to users, indicating signal strength:

• If 10 kbps to 1000 kbps then Critical condition
• If 1000 kbps to 1500 kbps then Poor connection
• If 1500 kbps to 8000 then Stable connection, prompting the user to continue livestreaming automatically.

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HMW: Inform the users as early as possible before starting the flow to livestream.

Once the different connections were established, my priority was to inform the user immediately after they decided to livestream a match. I wanted to prevent users from progressing through multiple steps only to discover at the end that livestreaming wasn’t possible.

In this flow, we check the connection strength right after the user selects the field size. This timing is due to technical limitations that give us only about 30 seconds after they press the livestream button.

If the connection is poor, we offer the user the option to retry or switch to Wi-Fi. If the connection is critical, we automatically prompt them to switch to Wi-Fi, as livestreaming isn't possible in their current location.

Final takeaway

Despite the implementation of new screens to help users assess whether their data service was adequate for livestreaming, we still encountered a significant issue: 40% of our users were unable to stream successfully. This was due to a hardware compatibility problem that we had not foreseen—our cameras were not compatible with SIM cards in key regions such as the USA, Japan, and Australia. Our initial focus on Denmark led to an oversight in testing SIM cards from different parts of the world before the global launch.

This misstep highlighted the importance of rigorous global testing, especially for a product meant to operate internationally. While we have taken immediate steps to mitigate the issue by communicating data status to users, it is clear that a deeper solution is required.

Moving forward, our priority is to form strategic partnerships with telecom companies to ensure seamless SIM card compatibility across all regions. This effort will be critical for the success of our upcoming Veo Cam 3 and future iterations of the product. By focusing on adaptability and collaboration with local service providers, we aim to deliver a consistently high-quality livestreaming experience worldwide.

This version emphasizes the core issue, takes responsibility, and outlines a clear forward-looking strategy

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