Over the Air Antenna

When setting up television / cable for some homes, our In-Home Services team (IHS), installer often needs to set up an Over-the-Air (OTA) antenna to pick up the customer’s local channels. This process can often lead to a lot of running back and forth between the Antenna and TV to make sure they have the best signal possible.

The OTA app program was started to cut down on install times and improve our IHS team’s experiences. Our goal was to produce a signal meter and an associated app that would provide the installer with real-time feedback on signal strength and channel availability.

We started by looking at IHS’ current solution(s) to installing OTA antennas. This was a website that showed the basic tower locations based on the address they entered. Product Management had requested that our signal monitoring app maintain this functionality so that IHS members could use it to confirm installation viability when customers inquire about OTA antennas.
Example 1
Example 2
Example 3
Example 4

To create a better experience, I worked with our IHS teams, mechanical engineers, and customer service teams to make sure that we were taking into account all of the asks and needs. Primary needs were: the ability to scan quickly across all known local channels, ability to easily connect with installer phones, usable by third party vendors, and be able to handle tertiary use cases that can stall installation of OTA antennas. We created multiple personas based around DISH installers as well as third party installer from DISH certified retailers. We generated some basic sketches and then ran them by the In Home Services installers.

These early sketches helped us work out the flow for the features that were requested

Pointing example wireframe
Channel Scan wireframe 1
Channel Scan wireframe 2

Our final product is shown below. Using Bluetooth, our application / meter solution can be used to install antennas inside or outside with more ease and efficiency. The installer’s phone is connected via bluetooth to our signal meter, which itself is connected to the antenna. While linked, the meter sends live data on signal strength and clarity to the phone app. From the app, the installer is capable of adjusting the app settings to better fit the specific equipment being installed, as well as live monitoring all of the channel signals they are receiving. This allows them to adjust the antenna position, without having to run between the antenna and the tv. After the Antenna is set, the installer can then save the settings for that address, so any future requests will have a history of what was installed, how it was set up, and where it is located. This is especially useful for our customer service teams as this information will help them diagnose any issues the customer is having and aid installers visiting the address in the future.

By selecting the “Pointing” option, the user is taken to a map where the user can either enter their address or use gps to see where the TV towers are in relation to themselves. This was our version of the websites shown at the beggining.
When connected to a OTA Meter that has been hooked to an antenna, the user can then use the app to perform a channel scan. The first step is to select the primary channels for the scan.
The installer is then shown the signal power for each of the previously selected channels. From there, they can get more finite data on the signal strength by selecting specific channels. Finally, the installer completes the install by entering the specific install information and hitting submit.

By working with the installers and software teams, we were able to tailor the controls and functionality to streamline the process and account for most scenarios. Through focus groups and testing, we were able to refine our concept and simplify the experience. Since its release, we have received positive feedback from those using it in the field both from within DISH and outside of it.