The client wanted to design an Installation Guide which helps customers set-up a Wi-Fi Booster every time without additional support - we needed to make the whole process a system 1 cognitively easy journey.
The client also wanted to maximise customer experience of the unboxing and set-up. Tapping into sub conscious priming.
In-home contextual interviews to inform the design of a new unboxing and installation guide.
Assessment of customers ability to successfully install the Booster using the guide (i.e. demonstrated the correct behaviours for the installation); while the customers rated the overall unboxing and installation experience (NPS / CES).
Iterative testing approach: After each interview we tweaked, reviewed and re-tested the guide.
We produced a behaviourally optimised installation guide for final creative production
We built a behavioural framework to inform the de-sign of future installation guides
The new guide led to significantly more successful installations, and was rated highly on customer experience