Better Wi-Fi at home, set up by the user. Not by a technician.

Wi-Fi problems are one of the leading causes of KPN customer service calls. Dead zones, weak signals in certain rooms, and incorrect hardware placement are common, and all of them are solvable without a technician if the customer has the right guidance.

KPN asked Elements to build an app that guides home users through setting up and optimising their Wi-Fi network, without requiring any technical knowledge. The app needed to work for every customer, from digital natives to people using a smartphone app for the first time.

A guided setup flow that works for every user

The app guides users through hardware placement, network configuration, and coverage optimisation in a step-by-step flow designed around how real people think about their home, not how network engineers think about topology. Illustrations, plain language, and progress indicators replace technical jargon at every step.

Diagnostics that surface actionable recommendations

Beyond setup, the app runs network diagnostics and translates results into plain recommendations: move the router here, add an extender there. Users get a clear picture of their Wi-Fi coverage and specific steps to improve it, without needing to understand what is happening under the hood.

Native on both platforms with full UX and visual design

Elements delivered UX design, visual design, and native development for iOS and Android. The design process included usability testing with KPN customers across different age groups and digital literacy levels, ensuring the final product works for the full range of KPN's user base.

Why native over a web app or Progressive Web App (PWA)?

Wi-Fi diagnostics require access to network interfaces that are not available through a browser. Native development on both platforms gave us the device-level access needed to run meaningful diagnostics and surface accurate coverage data, rather than estimated or proxied results.

The project required close collaboration with KPN's network engineering team to understand the diagnostic data available from KPN's hardware, and with KPN's UX research team to validate the guided flows with real customers. Elements coordinated both tracks alongside the build.