Through visual and interactive self-aid manuals, we assisted a power equipment manufacturer in empowering their customers to be self-reliant and reduce support calls.
A global power equipment manufacturer was facing increased support calls and customer dissatisfaction related to operational issues of its products. Analyses revealed that the users of the products had not developed the desired level of understanding of the product operations even after referring to the product instruction manuals.
On performing a comprehensive user operational study and their interactions with available sources of information, we strategized to develop an omnichannel digital platform that would host 3D animated instructions on operations and maintenance. We developed the platform and integrated more than 300 animated instructions for a variety of products.
- Domain: Power Equipment
- Services: Dx Strategy & Design, Content Production, Interactive
- Persona: Customer Service Experiences
Interactive, searchable and visual experience enabled users to absorb, retain and recall the information, reducing dependency on manufacturer’s support center
Faster access to relevant information while performing tasks, improved process efficiency and customer satisfaction