Designing digital instructions for setting up multi-device services

Abstract: Digital services are increasingly offered across multiple devices for a single user. A challenge for users is that multi-device services are more complex to use. While instructions are supposed to facilitate ease of use of the services, poorly designed instructions become obstacles themselves. This project explores considerations for designing digital instructions of setting up multi-device services. This is done through a user-centred approach by (1) understanding the user expectations and pain points when setting up a multi-device service, (2) designing solutions that align with user expectations and aid in overcoming pain points, and (3) a reflection of the design process and the resulting design solution. To conclude, a set of design recommendations are contributed for designers to arrive at intuitive instructions that facilitate users with setting up multi-device services.