Resideo
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.
Learn more about the role of brand post-purchase:
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:
We started with the design sprint from Resideo, understanding the business goals, customer intent and initial wireframes.
Wireframing alternative options to stress-test the output of the design sprints. We then took the original desktop wireframes and adapted them to mobile devices.
The designs need to be incorporated into two websites, both of which needed to incorporate the new customer journey. We started building out from the wireframes, creating a white-label functional design that explained how interactions would work.
The designs need to be incorporated into two websites, both of which needed to incorporate the new customer journey. We started building out from the wireframes, creating a white-label functional design that explained how interactions would work.
The designs need to be incorporated into two websites, both of which needed to incorporate the new customer journey. We started building out from the wireframes, creating a white-label functional design that explained how interactions would work.
A deeper dive into specific functionality by creating wireframes to explain more complicated customer interactions. This was shared with the key stakeholders at Resideo and their development partners to take from prototype to the live site.
With the functional layout signed off, we reinterpreted it for each brand according to their own design guidelines. This was submitted for sign off by the Resideo team and implemented across both sites
