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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Impact:
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12% reduction in installation failures.
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Improved customer satisfaction and operational efficiency.
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Approach scaled to eight additional product types.
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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
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Analysed customer verbatims and call logs to map pain points.
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Facilitated co-design sessions with subject matter experts.
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Designed pre-purchase check flow and prototypes.
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Simplified technical language and validated through testing.
Pre-purchase check flow · Early prototypes of gas cooker process
Impact
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12% reduction in installation failures.
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Improved customer satisfaction and operational efficiency.
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Approach scaled to eight additional product types.
Who I collaborated with
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Learned that pre-purchase guidance can prevent operational failures.
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Co-design with SMEs reveals hidden pain points.
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Iteration is critical: small changes in process can have large operational outcomes.
Reflections
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Learned that pre-purchase guidance can prevent operational failures.
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Co-design with SMEs reveals hidden pain points.
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Iteration is critical: small changes in process can have large operational outcomes.