Removing customer friction.

Resideo is a global leader in home control solutions. They wanted to encourage customers to troubleshoot product or user issues through a digital solution rather than defaulting to the call centre. In these scenarios, the brand always plays a key emotional role in helping customers to find the right functional solution. 

We reviewed the customer journey, building on the work that the internal Resideo team had already completed. And by streamlining the process we reduced customer friction, ensuring they reached their solution as easily and quickly as possible. These small gains amounted to increased customer satisfaction and reduced call centre costs for Resideo.

Resideo Sprint 1
Resideo Sprint 2

Resideo Sprint 3

We started with the design sprint from Resideo, understanding the business goals, customer intent and initial wireframes.

Resideo Wireframe
Resideo Wireframe 2

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.

Resideo Prototype 1
Resideo Prototype 2

Resideo Prototype 3

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.

Final Resideo Desktop Visual
Final Resideo Mobile Visual

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

Final Honeywell Home Desktop Visual