Reducing failed installations
Reduced appliance installation failures through process redesign, research, and prototyping.
Quick overview
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Role:
Lead UX Designer
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Company:
John Lewis
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Company:
12% reduction in installation failures.
Improved customer satisfaction and operational efficiency.
Approach scaled to eight additional product types.
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Impact:
Situation
High failure rates for large appliance installations caused customer complaints and operational inefficiencies.
Task
Reduce failed installations and improve customer satisfaction.
Streamline pre-purchase and installation process.
What I did
Analysed customer verbatims and call logs to map pain points.
Facilitated co-design sessions with subject matter experts.
Designed pre-purchase check flow and prototypes.
Simplified technical language and validated through testing.
Impact
12% reduction in installation failures.
Improved customer satisfaction and operational efficiency.
Approach scaled to eight additional product types.
Who I collaborated with
Learned that pre-purchase guidance can prevent operational failures.
Co-design with SMEs reveals hidden pain points.
Iteration is critical: small changes in process can have large operational outcomes.
Reflections
Learned that pre-purchase guidance can prevent operational failures.
Co-design with SMEs reveals hidden pain points.
Iteration is critical: small changes in process can have large operational outcomes.