MY ROLES
- User Experience Strategy
- Product Design
- Packaging
- Copywriting
YEAR
2022
COLLABS
Rocketdev
About
My favorite user experience challenges to work on are those in which a big part of the user journey is happening outside the screen, in the real world. Our bidet attachment was a product that required our customers to go through an installation process. We understood how this could quickly turn into a very stressful experience, so I designed a digital installation flow to make the process as clear and user-friendly as possible.
The Opportunity
Installing a bidet is a relatively straightforward process if you’re the DIY type; but it can easily become a daunting and confusing task for many users that have never done something like this before. When looking at Amazon reviews for our competitors, we realized the lack of clear, user-friendly instructions resulted in numerous installation issues, user frustration, and negative reviews for the product.
I immediately jumped at the opportunity to rethink what installation instructions should look like, and the challenge of designing a digital version that would hold the customer’s hand throughout the process and enhance the overall user experience.
Print Manual
Even though our strategy focused on a digital installation flow, I still wanted to provide a set of printed instructions in case the user didn’t have access to the internet or preferred to use the traditional print version. The biggest challenge here was finding a way to explain something very technical in a simple and intuitive way without skipping over all the important details and different use cases.
Scan for instructions
To give the user a higher chance of learning about our digital instructions option, I included a CTA and QR code in two different parts of the packaging. One instance inside the box so the user would see it when they first opened the product, and one on the cover of the printed installation manual.
Let's get this thing done!
Once users scanned the QR code (or typed in the URL) they were taken to the installation flow’s landing page, where they could start the installation process and access the help center.
Setting up for success
In my research I discovered that a huge pain point for customers was going through the hassle of disassembling their toilet only to find out that the bidet was not compatible or did not fit. To avoid this, I added a “before we start” section to the installation flow that walked the users through all the preliminary checks.
The Installation Flow
The goal was to provide clear step-by-step guidance, helpful visual aids, and troubleshooting support – ensuring that users, regardless of their prior plumbing experience, could successfully install their bidets with confidence and ease.
Mobile First
Contextually, I knew most users would be accessing the installation flow on their mobile devices through scanning the QR code. Because we had limited time resources for this project, I prioritized designing for mobile while providing a simple responsive solution that adapted to desktop.
Help Center
In addition to the installation flow, I created a visual help center to address specific use cases and outlier issues that may arise for a small set of users.
The Result
How about I let the users tell you what they thought about the experience…
