SFR contacted us with a rather simple problem: their box installation instructions were so confusing that their customer service department was inundated with calls! Leaflets are a textbook case of service design, so we explored this issue to come up with a new experience for the user manual.
- 50% fewer customer service calls
Everyone has experienced the setup process of a new box: there are many boxes, miles of cables, steps to follow that are as precise as open-heart surgery, in short, it's not exactly a pleasant experience. This observation struck SFR when it launched its new TV box with a manual that was certainly attractive but not very functional... After a flood of calls to its after-sales service department, the client called on us to rework the manual so that it could assume its true role: facilitating installation, ahead of being a brand support.
- 1Setting up the project and understanding the needs
- 2Ideation and conception of the ideas
- 3Prototyping the ideas and producing models
- 4User testing
- 5Finalising the artwork and printing