Product StrategyApplied ML
Self-Install Experience with AR
T-MobileSenior PM2021–22
An AR-guided home-internet setup that helped customers place their gateway for the best signal.
Problem
Home-internet self-installs generated avoidable support calls and truck rolls when customers placed the gateway poorly, hurting both NPS and margin.
What I did
- Used AR to visualize optimal router placement and signal strength in the customer's actual room.
- Designed a step-by-step flow with real-time validation so users knew immediately if a step worked.
- Closed the loop with diagnostics that pre-empted the most common install failures.
My role
I owned the install product surface and worked with AR engineering and care analytics.
Figures are rounded and, where work is under NDA, anonymized. Happy to walk through the details and my specific role in a conversation.
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