Removing customer friction.
Resideo is a global leader in home control solutions. They were looking to improve the efficiency of their customer support function by encouraging customers to troubleshoot product or user issues through a digital solution rather than defaulting to the (more expensive) call centre help desk.
01/ Role of brand post-purchase
The best products can be let down by a poor post-purchase experience. Customers looking for support are generally in a state of distress, stress and/or frustration. In these scenarios brand plays a key emotional role in helping customers to find the right functional solution, as quickly and painlessly as possible.
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02/ Understanding the customer journey
We reviewed the customer journey, building on work done by the internal Resideo team. This helped us streamline the process, reduce friction and ensure customers reached the right solution as quickly and easily as possible. These small gains amounted to increased customer satisfaction and reduced call centre costs for Resideo.
For more from us on the importance of understanding the customer journey:
03/ From function to design
We worked with Resideo to understand the business goals, customer intent and review wireframes that helped stress-test the output of multiple design sprints. Desktop wireframes were then adapted to mobile devices and with the functional layout approved, designs were rolled out across two websites.
Learn more about digital design strategy: