An app that helps customers manage all their home appliances of a particular brand—all under one hood.
Build long-term trust and loyalty
by showing customers they’re valued beyond the sale.
Differentiate from competitors in
crowded markets where product parity is common.
Turn users into advocates
through consistently positive post-purchase experiences.
Drive repeat business
by removing friction from support, returns, or maintenance workflows
Understanding the user
Working closely with the C-suite I was well aware of their target audience, the upper-middle class, with a focus on the younger demographic.
This helped me to come up with a sample group and form build a stories around them.
Mr and Mrs. Marwah
Tech professionals
Lives in their 2BHK
Mumbai
Saurav Sharma
Chartered Accountant
Live in his 1BHK alone
Bangalore
Mrs. Khurana
Home maker
Lives in their mansion
Landour
What could go wrong for them?
What would they doing then?
What would that lead to?
Added frustration
No quality time together
Machine gets worse
Lose warranty coverage
Solutions
01/
An effective onboarding
of newly bought products
An easy to use simple onboarding encourage the customers to add their products promptly and also enable them in:
1. Timely warranty registration
This automates the warranty registrations for users helping them not to loose out on the warranty
Marwahs, Suarav and Mrs. Khurana saves effort registering their warranty manually by connecting on a toll free number.
Brand to keeps track of the sold products
2. Getting rid of physical Warranty Cards/User manual
Users can easily manage their warranty information of all their appliances at one place without taking care of them
Marwahs, Suarav and Mrs. Khurana no longer needs to shelf their Warranty cards and manuals.
Brand saves cost and adopts a sustainable alternative
02/
A dedicated Machine Detail Page
The Product Detail Page provides users with all essential information regarding their products including:
1. Product Info
For easier identification and references
Product Image
Model number
Serial Number
Marwahs, Suarav and Mrs. Khurana will have all their product info handy for references and for suggesting to friends and family
2. Warranty Info
Access to warranty information gives the user a sense of ease and control.
Check on their warranty expiry.
Visibility of the warranty category the product is covered under.
Provision to extend the warranty at the users discretion
Marwahs, Suarav and Mrs. Khurana are informed about the warranty period. It is also convenient if any one of them feel the need to extend their warranty
3. Product specific Demos/Tutorials
Providing a comprehensive lists of demos and tutorials of a specific product helps the users to utilise the product to the full potential.
Mrs. Khurana can now easily cook her Roast Chicken in her oven and brag about it with her friends
Mouth-to-mouth marketing
03/
Customer Support
A dedicated customer support system helps the users to surpass the long call queues and get help right when they need it
Support queries categorisation
Based on the complexity of problems reported, these can be categorized into:
Alpha
Major issue. Only Support Executive can solve. might require replacement of certain components
Beta
Complex Issue. Support Executive recommended. Customer could also solve with proper guidance
Gamma
Minor Issue. Even a customer might solve with proper guidance
1. Quick fixes
Solving Gammas
All the complaints might not need a customer support. Some of them would be generic and frequent queries. These can be covered under Quick Fixes
Saurav and Marwahs would quickly refer these and get solve it themselves
Cost saving opportunity
2. Choose between Visit and Call
Solving Delta and Alpha
Users can easily choose type of Customer Support they require. They can get on a call and follow the instructions or demand a visit and get it checked.
Mrs. Khurana chooses Visit as she is not comfortable checking her product by herself
Saurav and Marwahs gets on a call and tries to fix it as soon as possible.
Solving Delta
Incase it doesn't work, the on-call executive will schedule the visit as per their convenience.
Solving Alpha
Saves costs on the unnecessary site visits for Gamma and Delta categories
3. Provision to schedule
Scheduling the Customer Support will reduce the chances customers being unavailable the location.
Users can schedule the Customer Support(Call/Visit) at their convenience with the available slots provided.
Saurav and Marwahs can schedule their Customer support after their office hours or during the break if slots available
Mrs. Khurana can choose a specific date after her vacation is over if she is travelling soon.
Scheduling and Slot mechanism brings structure to the Customer Service department operations and enables to cut down resources dedicated reducing the cost.
4. Visibility of exact location
Considering the user behavior shift with all the delivery apps knocking the their door without any hassle, I considered integrating the same.
Providing them the exact address/location would help both the users and Support Executives degrading the efforts of navigation over the phone call.
Users can also manage multiple addresses helps users having multiple appliances at different locations.
Saurav has a problem with his washing machine which he bought for his Dad who lives in Ranchi.
He can now schedule a Visit to his Dad’s address sitting in Bangalore
5. Timely notification on the progress
Timely notification regarding the Customer Support will keep the users informed.
Provision to reschedule Customer Support to accommodate last time rains check for user convenience.
Saurav who is not at the location gets the updates of ticket he raised for his Dad
Mrs. Khurana, who went on vacation and scheduled for later date, gets reminded about the Support Executive Visit.
Marwahs, who is extending their day at office, gets reminded about the Support Executive Visit they scheduled after office hours. They decide to reschedule it for another day.
Opportunities
01/
Clubbing remote operation app
There exists an app that is dedicated to operate the Wi Fi enabled products that the brand offers.
Clubbing the Remote Operation App into your Post-Purchase Experience case study offers a strategic opportunity to create a more holistic and seamless journey for users.
02/
Educating features to users with insights
Insights on how certain features help the users in their day to lives lead them to feel good about the purchase from the brand.
It also helps the brand to retain the existing customers and buy more products.
Example:
Aqua Energie is a feature that helps breakdown the chemicals and convert hard water to soft water that helps in better washing. This would in turn use lesser water consumption and power usage.
These factors being critical for users like Marwahs and Saurav, who live in metro cities.
03/
Sensible Cross selling
Placing the products at sensible points helps the user to make right purchase decisions.
Example: Essentials are the product range the brand that provides caring solutions for the products.
Product Architecture
Increased Customer Satisfaction and Loyalty
By addressing post-purchase pain points, customers are more likely to feel supported and valued, leading to increased satisfaction and repeat business.
Operational Cost Savings
Reducing the time and resources spent on handling unregistered warranty claims and support inquiries can lead to significant cost savings for the company.
Enhanced Brand Reputation
A seamless post-purchase experience can turn customers into brand advocates, leading to positive word-of-mouth and a stronger market position.
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