Resideo, a global leader in home control solutions, aimed to enhance customer support efficiency by encouraging digital troubleshooting over traditional call center assistance. Our work focused on three key areas to achieve this transformation:
1. Role of Brand Post-Purchase
We recognized that even the best products could be undermined by a poor post-purchase experience. Customers seeking support are often distressed or frustrated; therefore, the brand plays a crucial emotional role in guiding them to swift and effective solutions.
2. Understanding the Customer Journey
Building upon Resideo’s internal research, we analyzed the customer journey to streamline processes, reduce friction, and ensure users could easily and quickly find resolutions. These improvements led to increased customer satisfaction and reduced call center costs.
3. From Function to Design
Collaborating closely with Resideo, we aligned on business goals and customer intentions, reviewing and refining wireframes through multiple design sprints. We adapted desktop wireframes for mobile devices and implemented the functional designs across two websites, ensuring a seamless and user-friendly experience.
The result is an efficient digital support system that enhances user experience and operational efficiency.
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.
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
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