By designing a digital toolkit made compatible on iPad, we helped a global life science lab equipment company to increase their service engineers’ effectiveness.
A global life science lab equipment company was dealing with longer issue resolution and preventive maintenance time, resulting in customer satisfaction issues and higher service cost. A comprehensive study attributed this situation to two key reasons:
- Excessive time was spent looking for the relevant information during service calls
- Lack of available resources and knowledge to address issues
After profiling of the service engineers and their duties, we proposed a digital toolkit made compatible with their iPads. We also suggested the transformation of their legacy technical information into visual content that can be accessed through an intuitive searchable platform.
- Domain: Power Equipment
- Services: Dx Strategy & Design, Content Production, Interactive
- Persona: Customer Service Experiences
Accelerated issue resolution time significantly
Lowered time spent by the engineer on preventive maintenance
Improved customer satisfaction