Project: Allow self-service customers to set it up themselves
Product: Event in a Box (OnArrival)
Role: Experience Designer
Year: 2018 (In Progress)
Event in a Box is a self-service product that combines powerful event software with equipment rentals and dedicated support all in a single purchase from an online store. Planners receive their Event in a Box one week prior to their event, and then they’ll have everything they need to run a successful onsite experience, including check-in kiosks, on-demand badge printing, and session attendance. Each EIB rental also includes 2 phone sessions with client services experts to help get equipment set up and any problems resolved.
As the popularity of this product grows, the over-reliance on phone support is exposing a problem for the scalability of EIB. With sales of over a quarter million dollars each month, the support queue is growing longer than the CS teams can handle. For a self-service product, too many clients are having too many problems setting up Event in a Box, and are encountering too many onsite problems that force clients to call in for support.
Extensive user testing with internal and external participants to reveal problem areas in setting up the hardware and confirming a valid configuration. Rapid iteration and retesting of the setup process to refine the unboxing and assembly steps into a well-oiled machine.
We found that the instructions written by technical writers and client services teams were incredibly long and over-complicated, which resulted in user after user tossing them aside and just calling support immediately. Even when instructions were simplified dramatically, participants were overwhelmed by the number of unfamiliar cables and gizmos. We even found new bugs that hindered success, and several other physical “bugs”, such as manufacturer-supplied instructions that were misleading users about how to load the printer units properly. Furthermore, users were often unsure of themselves, even when they got things right, and were quick to blame themselves and move backwards whenever anything went wrong.
Reduced a 12-page instruction booklet to a single page with illustrated instructions on one side, and simple troubleshooting steps on the other. A crucial adjustment was made to the instructions that gave users clear confirmation of successful steps, and clear indications of any potential mistakes. As for the boxes themselves, better organization and bundling cables with their respective units helped planners organize as they unpacked.
These improved instructions and processes are being rolled out over the next quarter, and we expect to see rapid improvement in the number of support calls. 4 separate round of user testing has shown an improvement of no-support-needed success from less than 10% to over 80%, and the average time to complete has dropped from more that 45 minutes to around 15 minutes. More to come…