Oral-B
After sales troubleshooting and service experience
The ask
Create a unified service experience that made help easier to find without forcing customers to restart at every touchpoint that was previously owned by separate parties. Help solve the consumer issue of identifying which series model toothbrush they have, create conversational troubleshooting, repair flows, accounts, product registration and status communications.
Role: Design and UX/UI Lead
Agency: Saatchi&Saatchi
Creative team: Sole designer
What we did
We designed a post purchase path for a someone who was new to their iO electric toothbrush to get from opening the package to quickly having the knowledge they need to get started. This involved creating printed materials for inside of the products packaging that included steps to get going and a QR code leading to the digital welcome guides. The welcome guides were a slightly deeper look and introduction to the consumers new toothbrush discussing technique, features, toothbrush care, and charging.
The project went in asking what are the most asked questions for a consumer seeking help and how to categorize the rest. We have always known that users have trouble identifying exactly which series their brush is after owning it for some time and part of the challenge here was to come up with a method of helping the users choose which brush they have and are seeking troubleshooting for as steps may differ for each.
A template was developed for the questions to be dropped into simple decision tree style flows with images and gifs to help the user self diagnose or continue on to sending in for repairs.
Created a user profile section so users could log in and register their brushes, see subscriptions, service statuses and more.
Want to get in touch?
Good things start with a conversation. If you think we’d make a great team, I’d love to hear from you.
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