Enterprise
iOS + Android
End-to-End UX
TELUS Pause Wi-Fi
Redesigning parental controls for clarity and confidence.
High support volume. Confused users. Frustrated families.
TELUS’s Pause Wi-Fi feature let parents manage home internet access—but unclear states led to accidental household-wide disconnections and eroded trust.
I redesigned the experience to make Wi-Fi management intuitive, reliable, and anxiety-free.
Project Overview
TELUS Pause Wi-Fi helps families manage internet access within the TELUS Connect mobile app.
I redesigned the feature to make pausing and resuming devices clear, intuitive, and reliable for multi-device households.
Working with a product manager, QA partner, and development team, I led UX research and interaction design while contributing to the foundation of the TELUS Connect mobile design system—adapting TELUS’s existing web and brand guidelines for mobile.
The redesign not only improved usability—it reduced support dependency and informed scalable design patterns later adopted in the TELUS Connect Mobile Design System.
Role:
UX Designer — Led research, interaction design, and early design-system foundations
Team:
Product Manager, QA, Developers
Methods:
Usability Testing, A/B Testing, Prototyping
Problem
Families struggled to understand which devices were paused within the TELUS Connect app.
Pausing a single tablet could unintentionally disconnect the entire household, leading to frustration, confusion, and support calls.
This inconsistency eroded user trust and created uncertainty about whether an action had actually succeeded.
Objective
Redesign the Pause Wi-Fi feature to make device and profile control clear, intuitive, and reliable.
The new experience needed to restore confidence for families managing screen time while staying aligned with TELUS’s trusted visual language and accessibility standards.
Process
I began by uncovering where parents were losing confidence—then designed to restore it through visible, confirmable feedback.
By analyzing support tickets, analytics, and app-store feedback, I identified recurring frustration around accidentally pausing the entire household instead of a single device.
This insight shaped how I simplified decision points and reinforced feedback cues throughout the flow.
Journey Mapping & Root Insights
Parents consistently described uncertainty about whether an action had worked.
Mapping their emotional journey revealed the moments that triggered frustration—usually when visual feedback from the app was delayed or ambiguous.
Understanding that emotional friction helped pinpoint which interaction states to clarify in the redesign.
Flow Simplification
Once I understood where confusion occurred, I analyzed the end-to-end flow to see how users moved through the feature.
The original design required multiple taps and provided no confirmation that a device had paused, leaving users second-guessing themselves.
I streamlined the flow so every decision was explicit and added lightweight confirmation cues to immediately show success.
These updates reinforced trust and reduced hesitation during early testing.
Wireframe Exploration
With the new logic defined, I explored several mid-fidelity wireframes to validate the structure before progressing to high-fidelity designs.
I tested individual toggles, grouped device profiles, and contextual confirmation banners to see which best reduced uncertainty.
Grouping devices under family profiles proved most effective—it helped parents see the scope of their action and made the process feel more intentional.
These experiments confirmed that the redesign didn’t need extra visual weight—just clearer logic and stronger feedback.
Scaling into the Mobile Design System
As the feature matured, I focused on consistency and reusability across the TELUS Connect app.
The new pause/resume patterns—visual feedback, motion cues, and confirmation banners—became foundational elements of the mobile design system.
This ensured future features could leverage the same logic for clarity and accessibility.
Validation & Testing
Moderated usability sessions confirmed that users completed tasks faster and with greater confidence.
Participants reported that they finally understood what was paused and what remained active, trusting the feature’s feedback.
Internal QA validation echoed those results, showing consistent improvements in clarity and control.
Together, these findings validated the redesign’s success and established consistent feedback patterns across the TELUS Connect ecosystem.
Solution
The redesigned experience restored user confidence through clarity, feedback, and predictability.
From the home screen, parents could now pause or resume a child’s profile with one deliberate action and receive immediate confirmation through visual and motion cues.
Each paused profile displayed a clear “resume” state, while individual device control remained accessible for precision without clutter.
By showing cause and effect instantly, the design re-established trust—helping families feel in control rather than uncertain about what would happen next.
This interaction logic later informed other parental-control features within the TELUS Connect app.
Impact
Usability testing confirmed measurable improvements in confidence and task speed.
Participants completed pause actions faster and were less likely to pause unintended devices.
TELUS teams also noted a reduction in support tickets related to confusion about the feature—indicating the redesign reduced friction for both customers and internal teams.
Reflection
This project reinforced how small interaction details can define trust at scale.
By clarifying feedback loops and reducing ambiguity, the redesign helped families feel in control—and gave TELUS a repeatable model for improving user confidence across future releases.
It also deepened my understanding of how emotional clarity, not just functional efficiency, drives successful user experiences.