B2B
B2B
Web & Mobile
Web & Mobile
Enhancing post purchase brand experience
Disclaimer
This is a no-brief project. This is an approach to solve the problems I identified while working at IFB and by using their products. I worked on this project alone while simultaneously managing other projects at IFB. I utilized these other projects as a testing ground and for data collection to strengthen this project. Additionally, I conducted interviews with numerous existing customers and the customer service center at the Head Office to gain deeper insights into pain points.
Disclaimer
This is a no-brief project. This is an approach to solve the problems I identified while working at IFB and by using their products. I worked on this project alone while simultaneously managing other projects at IFB. I utilized these other projects as a testing ground and for data collection to strengthen this project. Additionally, I conducted interviews with numerous existing customers and the customer service center at the Head Office to gain deeper insights into pain points.
For a brand to thrive in today's market, it must provide more than just a quality product. IFB realised the responsibility of extending its commitment beyond the transaction, ensuring seamless and efficient after-purchase services.
For a brand to thrive in today's market, it must provide more than just a quality product. IFB realised the responsibility of extending its commitment beyond the transaction, ensuring seamless and efficient after-purchase services.
Gathering insights
Social media was loud & clear
Currently, the customers contact customer support by a toll free number. But has proven ineffective over time.
Gathering insights
Casual talks and interviews
Understanding the user
Working closely with the C-suite I was well aware of their target audience, the upper-middle class, with a focus on the younger demographic.
This helped me to come up with a sample group and form build a stories around them.
Mr and Mrs. Marwah
Tech professionals
Lives in their 2BHK
Mumbai
Saurav Sharma
Chartered Accountant
Live in his 1BHK alone
Bangalore
Mrs. Khurana
Home maker
Lives in their mansion
Landour
What could go wrong for them?
As newly married young professionals, after a long tiring day they don't want to do the mundane house hold chores. They would want to spend quality time together.
As newly married young professionals, after a long tiring day they don't want to do the mundane house hold chores. They would want to spend quality time together.
As newly married young professionals, after a long tiring day they don't want to do the mundane house hold chores. They would want to spend quality time together.
As newly married young professionals, after a long tiring day they don't want to do the mundane house hold chores. They would want to spend quality time together.
As newly married young professionals, after a long tiring day they don't want to do the mundane house hold chores. They would want to spend quality time together.
As newly married young professionals, after a long tiring day they don't want to do the mundane house hold chores. They would want to spend quality time together.
What would they doing then?
Dependent on the ever changing maids
Do it themselves after office.
Dependent on the ever changing maids
Do it themselves after office.
Finds quick fixes online
Approaches a local repair shop
Finds quick fixes online
Approaches a local repair shop
Try to do it herself
Refer to wrong tutorials
Try to do it herself
Refer to wrong tutorials
What would that lead to?
Added frustration
No quality time together
Machine gets worse
Lose warranty coverage
Spoil the preparation
Machine gets ruined
Spoil the preparation
Machine gets ruined
The insights and user stories helped me to whittle down the features.
The insights and user stories helped me to whittle down the features.
Add a new machine
Add a new machine
An effective onboarding of newly bought products
An effective onboarding of newly bought products
Users can now seamlessly add their machines using the serial number provided at the time of purchase. This simplifies machine registration for users and ensures accurate machine tracking for the brand.
Users can now seamlessly add their machines using the serial number provided at the time of purchase. This simplifies machine registration for users and ensures accurate machine tracking for the brand.
An easy to use simple onboarding encourage the user to add their machines promptly and also enable them in:
An easy to use simple onboarding encourage the user to add their machines promptly and also enable them in:
1. Timely warranty registration
2. Equipping with all the right tools to manage their machines
3. Operate their machines remotely at their convenience
4. Easily access Customer Support when required.
Managing your machine
Managing your machine
Equipping with the right tools to manage their machines
Equipping with the right tools to manage their machines
1. Dashboard
Users can now conveniently view, manage, and operate their machines remotely. It also provides insights on how much water and energy their machines consume. This helps users make informed decisions to optimize resource usage and potentially reduce their environmental impact.
Users can now conveniently view, manage, and operate their machines remotely. It also provides insights on how much water and energy their machines consume. This helps users make informed decisions to optimize resource usage and potentially reduce their environmental impact.
2. Machine Detail Page
The machine detail page provides users with all essential information, including machine-specific demos, tutorials, and quick fixes. It also offers easy access to customer support if needed.
The machine detail page provides users with all essential information, including machine-specific demos, tutorials, and quick fixes. It also offers easy access to customer support if needed.
Remote working
Remote working
Operate remotely at their convenience
Operate remotely at their convenience
1. Setting up the machine
Users can choose to set up their preferences remotely.
Users can choose to set up their preferences remotely.
2. Scheduling
Based on the machine settings, the user gets an estimated completion time. The user can also schedule the completion time along with the an option to repeat through out week. This will enable the user to fit the machine operation right into their schedule.
Based on the machine settings, the user gets an estimated completion time. The user can also schedule the completion time along with the an option to repeat through out week. This will enable the user to fit the machine operation right into their schedule.
Customer Support
Customer Support
Easily access Customer Support when needed
Easily access Customer Support when needed
Users can easily request and schedule a phone call/visit for support. This helps them plan their day and conveniently fit the support call/visit into their schedule, avoiding disruptions to their daily tasks.
Users can easily request and schedule a phone call/visit for support. This helps them plan their day and conveniently fit the support call/visit into their schedule, avoiding disruptions to their daily tasks.
That's the end of this case study!
That's the end of this case study!
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