Self-Setup

Unboxing with quick & easy self-setup.
A simple way to quickly get your home connected.

04.

Business Problem

To meet the 100 million homes installation target for 2026, our current engineering workforce is too small to meet the quoter of 100k installs per day based on 2.5 hours per install. Scaling the workforce would require additional time to recruit, train and deploy engineers with increased operating costs by 3X.

05.

Solution Hypothesis

We believe that reducing engineers' installation time onsite will be achieved by enabling customers to easily set up their devices in a timely fashion with the help of a self-guided digital assistant.

For: Families and professionals living and working at home.

Who: Want to avoid waiting for engineers to set up internet. 

The: Easy to use self-guided digital assistant. 

Is: A smart sensor and analysis system. 

That: Uses image mapping and object detection. 

Unlike: Competitors with onsite engineers and fragmented tools. 

Our: Fully integrated features for faster setup process.

06.

Business Outcomes (expected)

Customers have downloaded the app and it successfully recognises objects/devices in the correct order sequence for assembly. They can complete the process without exiting the app or requesting support.

▲  60 Million app downloads YOY (1-3 users per family).

▲  20% of customers successfully self-install without engineer.

▲  90% self-installs within average completion time of 5-10min.

▲  40-50% of engineer onsite install time reduction.

▲  Average CSAT per install between 60-70%.

▲  Growth of 100 Crore (Indian numbering system) PA based on 10k employee savings via self-service.

Dashboard

Customise your home app.
View and control your favourite devices.

07.

Business Problem

Current product teams are siloed in thinking and designing multiple digital products in isolation within bespoke solutions across the home ecosystem. There is no digital app strategy to unify all products and services in the home landscape to simplify the experience while reducing operating costs and legacy technical debt.

08.

User Problem

Home users have to download and juggle between 4-6 Jio apps to support home usage. It makes navigating confusing, with a lack of integration between apps and requiring additional time for customers to onboard and familiarise themselves with the interface and features. This makes it a disjointed and frustrating experience for the customer.

09.

Solution Hypothesis

We believe that reducing customer call centre volume will be achieved by enabling customers to easily access and control their home devices on demand with the help of a smart monitoring device. Users can customise the dashboard according to their preferences.

For: Families and professionals living and working at home.

Who: Want to manage their smart devices in-home and remotely.

The: Daily dashboard.

Is: A customised service aggregator and monitoring system.

That: Uses real-time data visualisation and IOT sensors.

Unlike: Competitors with customer support team and engineers.

Our: Has connected services for advanced monitoring and total smart home management.

Smart Control

Monitor & control home devices.
Control everything in your home remotely.

10.

Leading Indicators

Users can
remotely control, monitor, and personalise for accessibility of all their smart home devices. Including a sound system and TV guide integration among other features

▲  Users can easily access the virtual remote via the home app.

▲  Users can turn on/off TV + settings.

▲  Users can navigate through the EPG / menu guide.

▲  Users can add their favourite channels for quick access.

▲  Users can customise layout configurations.

▲  Users can access different viewing modes (accessibility).

▲  Users can check connectivity/internet status.

▲  Users can run diagnostics to ensure everything is working.

▲  Users can see all air con devices within the home/rooms.

▲  Users can see current room temperature.

▲  Users can pre-set time/temperature for units or zones.

▲  Users can see live view of all active cameras.

▲  Users are notified when activity is detected.

▲  Users can communicate with visitors remotely.

▲  Users can open and close smart locks remotely.

▲  Users can see overview of total energy usage.

▲  Users can see devices that are consuming renewal energy.

▲  Users can see charging level and time to completion.

▲  Users can see charging level and time to completion.

▲  Users can manage what appliances can use what energy type.

▲  Users can see how efficiently they are using their energy.

▲  Users can receive recommendations for savings.

▲  Users can plug in devices for charging and system recognises and records energy usage.

Usage

Review your home usage.
Get a detailed breakdown of spending.

11.

Business Problem

Billing is fragmented across different business verticals according to what services customers subscribe to. There is no integrated billing platform and it is inconsistent across channels, resulting in inaccurate billing and requiring a lot of manual intervention to resolve.

12.

User Problem

Customers do not have upfront transparency within a single integrated view of all their services and often the billing information is incorrect with customers being overcharged. This results in lengthy calls to the customer service desk to resolve, coupled with the lack of flexibility for customers to manage their bills accordingly.

13.

Solution Hypothesis

We believe that reducing customer call centre volume will be achieved by enabling customers to easily review and manage their billing and usage through an itemised billing and payments tracker. Users can review their connectivity usage and efficiency rating, with the ability to navigate to sub-sections via the customised home dashboard for a deeper dive.

For: Families and professionals living and working at home.

Who: Want to easily review and pay their bills.

The: Bill and pay tracker.

Is: A integrated service usage and payments system.

That: Uses real-time usage data and itemised billing.

Unlike: Competitors with inaccurate data and manual billing.

Our: Provides transparency and recommendations toward cost savings based on predictive trends.

Remote Diagnostics

Run virtual diagnostics.
Self-diagnose and resolve device technical issues.

14.

Opportunity Space

Users can see the overall health and maintenance of their home system to remain up to date, and easily access diagnostics display any time using the home app. Users can run full diagnostics on all software + hardware devices to ensure optimal performance, selecting individual devices to diagnose. Users can see the diagnostics results of what has been analysed, and be notified in real-time of any issues or faults in the system. Users can access known issues/report logs to see what has been found and resolved. Users can see auto updates eg. firmware, system updates etc. Users can be guided/assisted through physical hardware fixes e.g. changing leads. Users can photograph known issues for the system to identify and suggest resolutions.

For: Families and professionals living and working at home.

Who: Experience problems or technical issues.

The: Diagnostics assistant.

Is: A virtual semi-autonomous technical support advisor.

That: Senses, diagnoses and resolves software issues.

Unlike: Competitors requires speaking to a customer support.

Our: Provides immediate advice and support without waiting time.

New Innovations

Explore additional services & innovations.
Complete home services solution.

15.

Opportunity Space

Users can access a continuous feed of content through the home app, and explore and demo new product releases. Users can register interest in advance of the release date and receive personalised gifting promotions. Users can access how-to tutorials for efficiency-saving tips. Users can receive a free 7-day trial for new packages/services. Users can receive a free trial of Jio essentials subscription service. Users can see several article likes, and share with friends. Users can see top trending articles and filter feeds according to tagged categories. Users can search for a specific article.

For: Families and professionals living and working at home.

Who: Want to explore and learn about new updates and releases.

The: New innovations.

Is: Personalised content feed of the latest Jio developments.

That: Provides opportunities to explore, learn and demo new updates & innovations.

Unlike: Competitors with large marketing campaigns to drive awareness.

Our: Is tailored and integrated directly in app for easy access.

⸺ Designing a product experience that’s personalised to your home. It's all about comfort and control, connectivity and automation, making the home secure at all times. Combining the brand's values and principles with the product's proposition to create a system-based design.

16.

Design Direction

Home is where the heart is. It is a place of confidence, a shelter from storms. It is a place of peace and comfort. Where we love is home. The concept of the JioHome ecosystem aims to convey warmth and safety, with simplicity and modernity as key attributes. On a brand level, this is achieved through art direction. Product-wise, this is achieved through a combination of interaction and design elements. By bringing art direction and design together, the customer journey and user experience are consistent across all touch points. Jio Home is about comfort and control, connectivity and automation, making the home secure at all times.

The visual design direction for Jio Home focuses on harmonising colour, typography, imagery and iconography at the intersection of brand, design, experience and technology. The goal is to create a simple interface that anyone can use. Home should be a safe and soothing place. The selected colour palette helps to convey this feeling while remaining functional within the context of the JioHome App.

Connect. Control. Automate.

⸺ Understanding the problem and key themes through research and a holistic design exploration process. Focusing on the main use cases to develop and sell the product concept to customers.

17.

Strategy
Problem Statement

Today the average home user in India utilises between 6-12 separate apps for accessing products and services within the home environment. This number continues to rise with the growth of smart homes. This overwhelms users by interacting with a complex array of branded products that don't talk to one another. Since the Covid pandemic, the home space has transformed into a multi-purpose work and living space. Users require reliable connectivity to access various services to balance work and family life. The demands of managing the home are ever-increasing with less disposable time available. Users are at the mercy of service providers either waiting for engineer callouts to fix a problem or engaging in lengthy telephone conversations for technical support.

18.

Strategy
Solution Hypothesis

A single digital application that enables customers to monitor and control all connected services throughout the home. Exploring the latest smart innovations and connecting consumers to a wealth of on-demand pay-as-you-go services designed to enhance modern home living. The companion app unites high-speed internet, entertainment, security, energy management and climate control into an easy-to-use self-service interface, putting the user in complete control of their home configuration. From reducing repetitive tasks through automated routines, while optimising service usage according to when you need it. JioHome is a simple, effective and affordable way to manage your home services – All under one roof.

⸺ Establishing a unified service catalogue designed to scale, with an ecosystem of connected service offerings for the home. A streamlined end-to-end solution to empower customers to take control of their modern smart home.

19.

Strategy
Business Opportunity

A competitive advantage through a superior differentiated customer experience. With a bold approach and rapid acceleration plan to win the home and become India's No. 1 market leader. Helping customers understand the value that the service offers and how it can enrich their daily home life. It's all about elevating the way customers perceive services and products, and by extension, the brand. 

▲  100% of customers can easily manage all home services remotely via a single app.

▲  Save up to 20% on home management costs through efficient smart monitoring.

▲  Average time saved of 4-5 hrs per week of repetitive manual tasks through automation.

▲  Improved home safety and protection through real-time monitoring and image detection.

▲  Instant on-demand pay-as-you-go (PAYG) services whenever you need them.

▲  Get inspired and preview forthcoming smart products and innovation services.

▲  24/7 virtual assistant to advise and support.

▲  Set access controls and usage times for family members.

▲  Receive rewards and exclusive deals for members.

20.

Target Audience

To attain the primary business objective of connecting 100 million Indian households to the Internet by 2026, the target audience must encompass a substantial demographic:

●  Primary (50%): Medium to large families 6 to 8+ people
(budget-minded, seeking value services for a better home life)

●  Secondary (40%): Working professionals 18-24 years old
(instant-gratification digital natives, quick to adopt services)

●  Tertiary (10%): High net worth individuals
(time-poor, acquiring the latest and best. Low tolerance and patience. High expectations for everything to be working correctly the first time)

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