Enterprise
iOS + Android
End-to-End UX
TELUS Pause Wi-Fi
Empowering Users to Manage Connectivity
PRODUCT DESIGN LEAD | FEATURE STRATEGY, INTERACTION DESIGN, USABILITY
Enterprise
iOS + Android
End-to-End UX
Project Overview
TELUS Connect is a mobile app used by customers across Canada to manage their smart home and internet-connected devices. While the app included a Pause Wi-Fi feature, users found it hard to locate, unclear in functionality, and untrustworthy in terms of feedback.
This case study focuses on redesigning that experience to make it more accessible, intuitive, and emotionally reassuring for families managing screen time.
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Role: Product Designer (sole designer)
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Team: PM, Developers, Content Strategist
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Methods: Usability Testing, A/B Testing, Prototyping
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Platform: iOS & Android
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App: TELUS Connect (Canada-wide)
Challenge
Pause Wi-Fi existed within the TELUS Connect app, but it was difficult to find and harder to trust. Users had to tap through multiple layers, search for specific devices, and guess whether it had worked — there was no visual confirmation.
To pinpoint UX breakdowns, I mapped the legacy experience of a small family managing screen time. The map revealed where confidence broke down — not just at entry points, but during and after the interaction itself.
My Role
I was the sole product designer on this mobile-first feature redesign. I owned the experience from concept to developer handoff — including user journey mapping, task flow simplification, prototyping, and usability testing.
I collaborated with a product manager, developers, and a content strategist to align business goals with user needs and deliver a streamlined, testable MVP.
Process
During early iterations, we explored whether the Pause Wi-Fi feature should live on the dashboard or stay within the device list. Usability testing showed that users — especially parents — expected pause controls to be accessible from the home screen, not buried in submenus.
I simplified the flow to prioritize access, clarified terminology, and restructured the interaction path to reduce friction. To support engineering alignment, I created detailed developer-ready specs documenting icon states, logic, and spacing across platforms.
Solution
The original Pause Wi-Fi flow forced users to dig into the device list, scroll to find the correct device, and hope the action worked — all without clear confirmation. It was too slow for the moments it was most needed, like when a parent needed to quickly cut screen time at dinner.
In the redesign, I moved pause controls directly onto the home screen, grouped by child profile. This meant users could act faster, with fewer decisions, and trust that the action applied to the right set of devices. The UI now shows the pause icon in a tappable state, transitions into a loading indicator, then shifts to a play icon once the connection is successfully paused.
I also mapped the new experience to validate how it felt emotionally compared to the original. The interaction became shorter, more predictable, and more emotionally grounded — users no longer needed reassurance. They just saw it work.
Impact
The redesigned Pause Wi-Fi feature eliminated unnecessary steps, reduced ambiguity, and aligned with user expectations around grouped device control.
By simplifying the path and introducing visual feedback through icon state changes, the feature became easier to access and more intuitive to use. The new interaction resolved previous pain points without introducing new complexity.
Reflection
This project reinforced that strong UX often comes from removing friction, not adding complexity. Bringing pause controls to the home screen wasn’t just a feature shift — it gave users emotional clarity in high-stress moments.
I also deepened my approach to microinteractions, realizing how subtle feedback (like icon states) can build or break trust. Collaborating closely with developers pushed me to document logic more clearly and think ahead for scale.
Simplicity, empathy, and clarity — those were the real outcomes here.