Caught up in cable clutter


to develop a simple and intuitive set of instructions for installing a router


People find instruction manuals disconcerting. The directions lead them into a world of complexity, which is the last place they want to be. The customer focus is on using a product, not on how to set it up. september was approached by a telecommunications provider to provide insights and layout recommendations to help develop an intuitive set of instructions for installing a router.


We installed a living room wall in our studio, complete with the usual tangle of cables and wires. Using participatory observation followed by in-depth interviews, september identified the typical problems linked to installation, and how best to resolve them.


Based on the analyses from september, our client was able to develop realistic visualisations along with motivating signals and codes to reduce the complexity, facilitate understanding and make the customer feel supported in the event of problems.