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Belkin Wi-Fi Range Extender Max

Instructional Design and Graphic
Design for Quick Install Guide
For Wi-Fi Range Extender

Belkin International, 2014

Graphic Design Instructional Design

This wi-fi range extender helps users extend the wi-fi coverage of their existing wi-fi routers. However, Belkin was receiving an unusually high number of customer support contacts from users who could not easily install and set up this range extender.

Justin was tasked with improving this range extender's original Quick Install Guide (designed by others) with the goal of improving users' success rates when they try to set up this range extender, and consequently reduce the number of support calls to Belkin.

Justin examined the documentation of customers' support calls, in order to identify users' pain points. These findings informed his updates to the text copy and the diagrams, improvements which provided greater clarity to the instructions in the Quick Install Guide.

As a result, Belkin saw a 40% reduction in customer service contacts related to this range extender.

Quick Install Guide as part of the unboxing ceremony and package design.

How to improve the communications clarity of this Quick Install Guide?

The communication clarity was improved by re-thinking and updating the text and images of these instructions. For the text copy, this was done by providing a little more specific information about the instructions' goals, and similarly with the images, by adding some visual details but without overburdening the user's cognitive load.